Contact Support Troubles

Legacy Evolve General Help
1

Hello,

Looking for a little help please. I am trying to contact support but the website seems to be broken or at least I don’t understand what I am doing wrong. Either way a slightly frustrating experience.:pensive_face:

I have tried using the ‘Contact Support’ link found in the Help & Support Section of my Evolve account.

msedge_oSYPWn8mZu
msedge_oSYPWn8mZu271×145 5.27 KB

When I click that I am taken to this page with no obvious way to contact anyone? However, there is another ‘Contact Us’ link at the bottom which takes me to this page an appears to offer hope with a option to ‘Submit a Support Ticket’

Unfortunately this just takes me back to where I have started? :thinking: I might be a bit thick here but It seems to me this is just a poor user journey that needs looked at. I have also tried to go old school route and emailed support@appitierre.zendesk but I gather that no longer works either?

Can someone please tell me help me access support or let me know when the user journey is fixed so I can do it myself? I have also completed the Intellum Support Portal Login Request Form but I am not sure that has helped.

Kind regards

2

Hi @Murray_Sinclair if you’ve completed the Intellum Support Portal Login Request Form that should be all you need to do, I will check in with the support team to ensure that request is being processed. In the meantime please check your spam/junk folder just in case any response from them has ended up there.

2 Likes
3

Hi @Murray_Sinclair We’ve received your request and have activated your Support Portal account, you should receive an email to instruct regarding next steps. Hope that this helps!

We are no longer using Zendesk as we transferred to a different helpdesk provider last year, so I can also confirm that the address you were using is invalid.

1 Like
4

Thanks, Tim. Hopefully I will get access soon… in the meantime can you please point me to the part on the user journey that explains how we should go about getting access? I feel like I am going mad and missing something here and I doubt I will be the only one.

Current journey feels a little something like this:

  • Click on ‘Contact Support’ link found in the ‘Help & Support Section’ in the Evolve Authoring UI

  • Scroll to the bottom of the page and click on the ‘Contact Support’

  • Click on ’Submit a Support’ Ticket found under Customer Support

  • Return to the same page and feel confused.

  • Google your problem and find a solution; you need use a google form to request access to help’

  • Request a Login and wait

  • Post of the Forums for help

  • Wait for a response and request be approved

  • Get access to Help and Submit a case

  • Bonus step cry over a cup of tea..

    :melting_face:

5

Hi @Murray_Sinclair Sorry that the process has been frustrating in this instance! We’ll do whatever we can to help.

This is the process if you are accessing the new Support Portal for the first time. There are some steps you’ve already completed here.

  1. Click on Help & Support from inside Evolve, which will direct you to https://intellum.my.site.com/s/
  2. At the top, there is a link labelled Request Login. You then submit your request through the form, and the request is reviewed by one of the team and approved.
  3. Once approved, an account is created for you, and you should then receive an email with your login (usually your email address with .intellum at the end, this is to prevent clashes if users have access to other Salesforce systems) and the ability to set your password.
  4. Once you have access, you can return to the Help and Support page linked further up, and click Log in at top right. This will then allow you to sign in and submit a Support ticket via the portal.
  5. To submit a ticket, you can click Submit a Case and fill out the relevant form with the details, and this will submit the ticket to the helpdesk, where it will reach our team. Communications should then come through to your email address where you can respond to agents once the ticket is opened.
  6. To look at your Open Cases or Past Cases to see their status, you can view this from the portal, including Case Comments, which you can also leave if you prefer. However, direct email replies will be where you will receive the majority of details from our agents.

Hope that this helps! Please let us know if you have any additional questions or comments to provide regarding your experience that we can relay to our Product team.

1 Like
6

Thanks, Claire. While the process was a little frustrating I do very much appreciate the quick responses from yourself and Matt. Thank you :slight_smile:

2 Likes