| Table of Contents | ||||
|---|---|---|---|---|
|
🚪 How do I gain access to Softrip Help Center?
Softrip utilizes a Service Management portal to support customer communication with the Softrip team. Contact support@softrip.com for a login request. You will receive an email with a link to complete your request. Your login will be associated with an organization within the portal.
In this article, you will find steps on how to create tickets in the Service Management portal in order to submit inquiries to the Softrip team.
🖥️ How do I login and submit a support ticket to the Softrip Help Center?
Customers can access the Softrip Help Center portal at https://softrip.atlassian.net/servicedesk/customer/portal/1/group/-1 or through the Softrip back-office instance as shown below.
Customers will need to sign in to the Softrip Help Center portal using their email address and password. If you haven't created an account yet, contact Softrip Support by emailing Support@Softrip.com.
Once you login you will have 5 options:
Support Questions – For general questions about how the system works or available features
Report a Defect – For defects and issues occurring in the system
Product Feedback - For submitting a suggestion you have to improve the Softrip application
Strategic Programming Request – For submitting a development request for a strategic initiative your company is planning
Training Request – For requesting training on a specific area or process in Softrip
❓ Support
...
questions
Use this option if there is a process you do not know how to handle from our application and can not cannot find the answer answers within our knowledge center, you can submit your question by clicking on “Support questions”.
Fields with a red asterisk * are required, but we encourage you to fill in all fields.
...
Once you fill in the details click “Send” to submit your request. You will receive an email confirming your submission.
🐛
...
Report a defect
...
If You this option if you are experiencing any issues an issue with your the Softrip application follow the steps below:
Once you are logged in, click on Report a defect.
...
Once the form opens up fill in the required information as indicated by red asterisk *
Please include any screenshots, , encountering an error message or seeing unexpected results when using the system.
Fields with a red asterisk * are required, but we encourage you to fill in all fields.
Please include the steps taken when you encountered the issue, and what you are trying to solve for in the description field.
...
any screen shots to provide more context and screen shots of any message shown as well.
...
Summary: Brief description of the issue you are trying to report.
...
Affects Version: Type in the version of the application you are running. To find the version number, click on the Softrip Logo on top left corner. The modal will display the version number you are on. If you are unsure, leave it empty.
...
📈 Impact Levels
Select the impact level this defect is causing to your users. Impact levels are defined as follows:
Level 1 – A catastrophic failure in a production environment that has rendered the entire system unusable and inaccessible which halts all business operations.
Level 2- Complete failure of certain application functionality, business functions, or business operations in a production environment. Although other parts of the system remain functional and the system can still be used, it is severely constrained.
...
Level 5 - Negligible to no impact on system functionality.
Customer Priority: A way to rank this ticket, 1 thru 10, as compared to the other Defect tickets you’ve submitted. 1 is the highest and 10 is the lowest. You cannot change this one you submit the ticket. Please contact Softrip in the ticket if you wish to change the priority.
Components: The area of the system where you’re experiencing the issue. You can add more than one if necessary.
Environment: In which environment is the issue occurring.
Steps to Reproduce: This is critical for us to solve the issue as quick as possible. It is important that we can reproduce these steps in order to help you.
...
| Info |
|---|
Ex:
|
Actual Error Message or Unexpected Results: Enter in the error details you are receiving.
Attaching screenshots and additional documents can be done by clicking on the browse button to upload your file.
...
Expected Results: Enter in details on what you are expecting out of the system and how it worked prior to the issue discovered.
Once all required fields and any additional details have been entered, click “Send” to submit your request.
...
💻 Suggest a new Feature:
Do you have an idea for a new feature or an improvement you want to suggest to Softrip? You can submit your suggestions through the following process.
...
Attaching screenshots and additional documents can be done by clicking on the browse button to upload your file.
...
How to Submit a Training Request
If you feel your team needs additional training from the Softrip team, you can submit your request here:
...
The fields with a red asterisk * are required, but please fill in as much information as possible. It’s helpful for us to know what component of Softrip you would like training on, who and how many users will be attending the training and what their confidence level using Softrip.
...
You will receive an email confirming your request has been submitted and a member from the Softrip team will reach out to coordinate a training time with you.
🔎 How to manage and view my issues:
If you wish to review and manage the tickets created, please follow these steps:
...
Once you get a list of all your issues you can click on the reference number to view the issue in detail.
...
📝 How do I make comments and tag other users on the ticket?
If you wish to add a comment to the ticket, you can do so by entering it in the comment section at the bottom of the ticket. In addition, you have the ability to tag users in your own organization by tagging them via @ symbol. (Please note - You cannot tag Softrip staff using this method)
Ex: Oz Akman
...
🧐 How can I find my tickets better? and filter my results?
If you wish to find your ticket faster, the portal offers number of filter options to narrow down your results. (Image 1)In addition, the “Request Contains” option for you to search for your ticket by ticket number or by a word within the ticket itself (Image 2)
Image 1
...
🇷 What is “My Requests Extension”?
My Requests Extension(Image 1) is a Softrip Help Center plug in that gives the users ability to manage their tickets with additional filters. In addition, this plugin allows the users to export their tickets into a Excel CSV file (Image 2) and add additional filters (Image 3)
Image 1
...
Image 2
Image 3
...
📹 How to Submit Recordings:
Request a Recording: Softrip also has additional tools to help you report issues. Note that Softrip still requires all the above steps, and not providing the steps will cause the ticket to be rejected by our Customer Satisfaction team.
...
When you are done with your recording, Stop → Submit → Continue → Copy Link and paste it into the steps to reproduce section.
...
📚 Status Definitions
Status | Definition |
|---|---|
New | Ticket has not been read yet. It will be read and actioned according to Softrip Statement of Customer Support. |
Backlog | Ticket has been read. For defects/bugs, it will be assessed for severity and priority. |
Pending Details | More details are needed from the customer for Softrip to action the ticket. |
In Progress | Ticket is currently being actioned by a member of the Customer Success team. |
PR Accepted | (Strategic Programming Request Only) - The development request has been accepted by Softrip. |
Queued For Development | Ticket has been passed to Engineering and is in their queue for work. |
In Development | Ticket is currently in development by the Engineering team. |
Ready for UAT Deploy | Ticket is ready to be deployed to the customer’s UAT/Test environment. |
Pending UAT | Ticket has been deployed to the customer’s UAT/Test environment and is available for testing. |
Ready for Prod Deploy | Ticket is ready to be deployed to the customer’s Production environment. |
Pending Prod Testing | Ticket has been deployed to the customer’s Production environment and is available for testing. |
Failed Testing | Ticket has failed testing and Engineering has been notified. They will review the issue and address appropriately. |
Done | Ticket is complete and closed. |
...