We are excited to announce our new ticketing and support system that will go live on August 7, 2019. This updated system gives you easier access to our support team and ensures that you are kept up to date on the status of your open tickets.
Here are the steps to get set up to access our new customer portal. Feel free to watch us walk through the changes on our video, or follow along via this blog post.
How to Use our New Qbox Ticketing and Support System
First, log into your account. On the clusters page you will see a new support button beneath your list of clusters.
When you click the support button, you’ll see dropdown menu with 4 links:
- Customer Portal
- Chat with Support
- Submit a Ticket
- Production Downtime
How to Access the Customer Portal
You’ll notice that the Customer Portal link is inactive and shown in gray. This is because the user in this example has not been set up on our new ticketing system yet.
To get set up on and have access to the Customer Portal, all you need to do is submit a ticket to us. Submit a separate ticket for each person who is on your Qbox account.
You can send an arbitrary support ticket to gain access, or you can just wait until you have an issue and need to submit a ticket anyway. Whatever timing you chose, submitting a support ticket will automatically grant you access to the Customer Portal.
Submit a Ticket
First, click on the ‘Submit a Ticket’ link, which will take you to the ticket submission page.
You can get access to this page through the link we just showed you or from the support page.
Fill in the form to submit a ticket.
In this example we’ll call this a “Test Ticket.” Then we’ll add a cluster. Next we need to select our “Request Type.” We changed our request types, so now you will see a dropdown with the following options:
- Technical Support
Use this for all technical questions other than clusters being down.
- Production Downtime
If you are having cluster issues, whether it’s red or you can’t connect, select “Production Downtime.” This will notify us and give our support team a call so we can resolve the issue.
- Billing Questions
If you have any issues with invoices, payment methods, or your billing, use the “Billing Questions” option to contact us.
- Suggest New Feature
Finally, if you have any ideas or features that you would like for us to add to Qbox, you can select the “Suggest New Feature” option.
Just choose the relevant “Request Type,” add a description, and then click “Submit.”
Now you’ll be set up on our Jira service desk and have access to the Customer Portal.
Confirmation and Directions to the Customer Portal
Once the ticket has been successfully submitted, you’ll be taken back to the dashboard where you’ll see a few notifications pop up on the top of your screen.
The green notification confirms that your ticket was submitted and received.
The yellow notification will appear only the first time you submit a ticket with our new ticketing system. It notifies you to visit the Customer Portal and reset your password.
The blue notification directs you to the Customer Portal, which can be found by clicking on the “Support” button and selecting “Customer Portal” in the dropdown list.
You might remember that earlier in this process the Customer Portal was gray and was not accessible because you still needed to submit a ticket to get access. But now that you have successfully submitted a new ticket, you can click on the Customer Portal link.
How to Log In to the Customer Portal
This will bring you to the login screen where you can type in your Qbox account email. Click “Next,” and then select “Forgot password.” This will send a link to your email so that you can reset your password.
Once you’ve done that, you’ll be taken back to the Customer Portal where you can type in your new password. Click “Confirm,” and you now have full access to the Customer Portal!
How to Navigate the Customer Portal
Now that you’re in the Customer Portal, you can do multiple things.
Review Active Tickets
If you would like to review and chat about active tickets, click on the Requests button in the top right corner of your screen. Select “created by me” and then the ticket. Now you’ll see all of the latest information about your ticket including any comments and its status.
You will also receive an email for any tickets you submit. You can reply to the email or in the portal to make comments on that ticket.
And that’s all you need to do to get set up on our new Customer Portal!
How to Chat with Support
We also added a new feature to Chat with Support. To use this, just click on “Chat with Support” under the Support dropdown.
This will open a chat window where you’ll need to fill in your first and last names, your Qbox account email, the cluster name, and, of course, your question.
Then click “submit” to start your chat with us.
Back on your dashboard, we also added a “support chat” button in the bottom right corner of the screen, and you can also click on this to launch the chat window.
How to Submit a Ticket
We showed you this previously, but just as a reminder, we added a “submit a ticket” link in the Support dropdown so that you can easily access our ticket submission page.
Production Downtime Tickets
Finally, since you can no longer submit cluster issues through chat anymore, we created a new link dedicated to Production Downtime right here under Support. Click on this to load the Production Downtime ticket page. This should be used only if you are experiencing cluster issues such as not being able to connect to the cluster, or if your website is down because of the cluster.
All you need to do is add a summary of your issue, select the cluster experiencing problems, and then write a detailed description of the issue with any questions you might have. Then click “submit.” Our support team will get a call alerting them to your production downtime and will be in touch with you shortly.
Qbox Supergiant Customers
This dashboard screen just described can be viewed by anyone including our Classic and Rackspace customers. However, if you are a Supergiant::AWS customer, we did add precisely the same dropdown and links under “Manage” so you don’t have to navigate away from your cluster page.
We hope this blog post has helped you better understand our new ticketing and support system. If you have any questions or concerns, please submit a ticket so that our Qbox support team can provide you with assistance.