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🚪 How do I gain access to Softrip Support Help Center?
Softrip utilizes a Jira Service Management for its ticketing system. It has a customer-facing 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 requestaccount set up. Your login will be associated with an organization within the portalyour company.
In this article, you will find steps on how to access the portal, create tickets in the Service Management portal in order to submit inquiries to the Softrip teamand view tickets.
🖥️ How do I login and submit a
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ticket to the Softrip Support Help Center?
Customers You can access the Softrip Support Help Center portal by entering theat https://softrip.atlassian.net/servicedesk/customer/portal/1/group/-1 provided to you or can access to it through your instance per below.
If you have not signed in to the portal already, sign in to the portal: Customers portals
You can also access the portal through the Softrip back-office instance as shown here.
If you haven’t already, you will need to sign in to the Softrip Service Management portal using their email address Support Help Center using your account email and password. If they you haven't created an account yet, contact Softrip Support by emailing Support@Softrip.com.
Once you login you will have four options:
Report a Defect – this form contains fields we need to recreate an issue
Suggest a New Feature – this form can be used to submit suggestions to improve our product or for Programming Requests
Support Questions – questions about how a feature works can be submitted here
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 experiencing any issues with your Softrip application follow the steps below:
Once you are logged in, click on Report a defect.
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Once the form opens up fill in the required information as indicated by red asterisk *
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In the portal Help Center home page, you will see a list of links to the various components of the system.
Each of these pages will have links to various knowledge center articles.
To submit a ticket, back in the portal Help Center home page, scroll down and click on “Need to raise a request? Contact Us.”
In the Raise a Request page, you will have 5 ticket submission 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 cannot find the answers within our knowledge center.
Fields with a red asterisk * are required, but we encourage you to fill in all fields.
Please include any screenshots, steps taken, and what you are trying to solve for in the description field.
Attaching screenshots and additional documents can be done by clicking on the browse button to upload your file.
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Once you fill in the details click “Send” to submit your request. You will receive an email confirming your submission.
🐞 Report a defect
Use this option if you are experiencing an issue with the Softrip application, 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.
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any screen shots to provide more context and screen shots of any message shown as well.
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Summary: 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. If you are unsure, leave it empty.
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📈 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.
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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.
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Ex:
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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.
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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 required fields and any additional details have been entered, click “Send” to submit your request.
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💻 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.
Once you are logged in, click on Suggest a new feature.
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💡 Product Feedback
Use this option if you have a suggestion or idea for how Softrip can improve the application. This is typically used for small, minor improvements and tweaks to the application.
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Ex: It would be helpful if I could go into a product directly from the Calendar |
Fields with a red asterisk * are required, however but we encourage you to fill in all fields.
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Ex: As an internal user, I would like to make some improvements to our current invoice document. I would like to change the formatting of vouchers to appear as follows. This will help our vendors to scan guest vouchers to process their services faster. |
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”
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Once all required fields and any additional details have been entered, click “Send” to submit your request.
💻 Strategic Programming Request
Use this option if your company has a strategic initiative that requires development in the Softrip application. This is typically reserved for larger scale projects that will drive your business forward in a measurable way.
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Ex: We are looking to increase our sales by building our own new booking site. This will require several new API calls from Softrip that don’t currently exist. |
Fields with a red asterisk * are required, but we encourage you to fill in all fields.
Please include any screenshots, steps taken, and what you are trying to solve for in the description field.
There is specific set of criteria that will need to be met for Softrip to accept the request. Please take the time to carefully fill out these fields, explaining the development you are looking for and how it will meet at least one of our establishedcriterion.
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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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Once you fill in the details Once all required fields and any additional details have been entered, click “Send” to submit your request. You will receive an email confirming your submission.
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📋 Training Request
If Use this option if you feel your team needs additional training from the Softrip team, you can submit your request here:
The fields in a specific area or process in the Softrip application.
Fields with a red asterisk * are required, but please we encourage you to fill in as much information as possible. It’s all fields.
It is helpful for us Softrip to know what component of Softrip which area/process of the application you would like training on, who and how many users will be attending the training and what their confidence experience level using Softripthe system.
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Once all required fields and any additional details have been entered, click “Send” to submit your request.
🔎 How to manage and view my issues:
If you wish to review and manage the your tickets created, please follow these steps:
On you user name, click on the Request section to view “All” ticket or view only issues “Created by me”.
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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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, select the User menu symbol in the upper right corner and then select Requests.
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The Requests section gives you some limited ability to sort, filter and search your company’s tickets. Click on the ticket number in the Reference column to open the ticket.
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📝 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 other Jira users in your own organization company by tagging them via @ symbol. (Please note - You cannot tag Softrip staff using this method)
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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Image 2
Image 3
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You can also tag a Softrip user using this method only if they are the creator of the ticket. Type the @ symbol and a list of available users to tag will appear.
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🇷 My Requests Extension
The button My Requests Extension will take you to an enhanced tool for viewing and filtering your tickets.
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It has more extensive configuration options for showing columns and filtering.
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It also gives you the ability to save your filters and to export the list of tickets to Excel or as a CSV file.
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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.
Steps on providing a recording is as follows:
Click on “Send a Recording”
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Softrip allows you to record your issue and send it along with the ticket during creation and also in an existing ticket. Click on “Send a recording” to start the feature. Please note, the details we require you to fill out in the ticket are still needed. Failure to provide those details could result in a delay in actioning your ticket appropriately. Sending a recording should only be used in a supplementary manner.
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Window will popup for you to choose recording options with or without audio. We recommend recording with audio in order understand the issue better.
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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
Status | Definition |
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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. |
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