🚪 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 at https://softrip.atlassian.net/servicedesk/customer/portal/1/group/-1 or through the Softrip back-office instance as shown below.

   

2. 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.

3. Once you login you will have 5 ticket submission options:

   1. Support Questions – For general questions about how the system works or available features

   2. Report a Defect – For defects and issues occurring in the system

   3. Product Feedback - For submitting a suggestion you have to improve the Softrip application

   4. Strategic Programming Request – For submitting a development request for a strategic initiative your company is planning

   5. 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.

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

🐞 Report a defect

You 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, 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.

Description: Provide details about the issue you are running into.

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 3 - A problem that affects critical application functionality that causes the system to produce incorrect, incomplete, or inconsistent results that adversely affects the system but does not completely block any critical business functionality.   

Level 4 - A problem that affects non-critical application functionality that produces incorrect, incomplete, or inconsistent results that has a limited adverse effect on the system but does not completely block non-critical business functionality.     

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.

Here is a recommended template on how to create the steps:

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.

💡 Product Feedback

You 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.

Fields with a red asterisk * are required, but we encourage you to fill in all fields.

Once all required fields and any additional details have been entered, click “Send” to submit your request.

💻 Strategic Programming Request

You 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.

Fields with a red asterisk * are required, but we encourage you to fill in all fields.

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 established criterion.

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

Once all required fields and any additional details have been entered, click “Send” to submit your request.

📋 Training Request

You this option if you feel your team needs additional training in a specific area or process in the Softrip application.

Fields with a red asterisk * are required, but we encourage you to fill in all fields.

It is helpful for Softrip to know which area/process of the application you would like training, how many users will be attending and their experience level using the system.

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 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”.

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)

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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)

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.

Steps on providing a recording is as follows:

Click on “Send a Recording”

Window will popup for you to choose recording options with or without audio. We recommend recording with audio in order understand the issue better.

Once you click on Record, you have options to select the screen to capture. You can pick a specific tab, application window, or an entire screen.

Once you select and share, counter will appear to indicate your recording is starting

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

📚 Status Definitions