🚪 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?

1. Customers can access the Softrip Help Center portal by entering thehttps://softrip.atlassian.net/servicedesk/customer/portal/1/group/-1 provided to you or can access to it through your instance per below.

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2. If you have not signed in to the portal already, sign in to the portal: Customers will need to sign in to the Softrip Service Management portal using their email address and password. If they haven't created an account, contact Softrip Support by emailing Support@Softrip.com.

3. Once you login you will have four options:

   1. Report a Defect – this form contains fields we need to recreate an issue

   2. Suggest a New Feature – this form can be used to submit suggestions to improve our product or for Programming Requests

   3. Support Questions – questions about how a feature works can be submitted here

   4. Training Request – use this form to tell us what kind of training you or your team need from Softrip

🐛 How to report a defect:

If you are running into any issues with your Softrip application follow the steps below:

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Once the form opens up fill in the required information as indicated by red asterisk *

Please include any screenshots, steps taken when you encountered the issue, and what you are trying to solve for in the description field.

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TitleSummary: Subject line Brief description of the issue you are trying to report.

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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.

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📈 Impact Levels

Select the impact level this defect is causing to your users. Impact levels are defined as follows:

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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 the details are entered in click on Send required fields and any additional details have been entered, click “Send” to submit your request.

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💻 Suggest a new Feature:

You have an idea or an improvement you want to make for Softrip? Please feel free to make submit your suggestions through the following process.

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Attaching screenshots and additional documents can be done by clicking on the browse button to upload your file.

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❓ How to submit a Question

If there is a process you do not know how to handle from our application, and can not find the answer within our knowledge center, you can submit your questions by clicking on “Support questions”

Once the form opens up fill in the required information as indicated by red asterisk *

Please include any screenshots, steps, and what you are trying to solve for in the description field.

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Once you fill in the details click on Send to submit your request. You will receive an email confirming your submission.

🔎 How to manage and view my issues:

If you wish to review and manage the tickets created, please follow these steps:

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Once you get a list of all your issues you can click on the reference number to view the issue in detail.

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📝 How do I make comments and tag the responsible parties on the ticket?

If you wish to add any comment to the ticket, you can do so by entering in the comment section. In addition, you have the ability to tag the responsible parties by tagging them via @ symbol.

Ex: Oz Akman

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🧐 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)

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🇷 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)

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📹 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.

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When you are done with your recording, Stop → Submit → Continue → Copy Link and paste it into the steps to reproduce section.

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📚 Status Definitions

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