🚪 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 experiencing any issues with your 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, steps taken when you encountered the issue, and what you are trying to solve for in the description field.

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.

📈 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.

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:

Actual 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.

Once you are logged in, click on Suggest a new feature.

Fill in the form, paying extra attention to your business case and what issue this new feature will solve for your business. Fields with a red asterisk are required, however we encourage you to fill in all fields.

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

❓ 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”

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.

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:

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)

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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”

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