How do I gain access to Softrip Support Help Center?

Softrip utilizes 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 account set up. Your login will be associated with your company.

In this article, you will find steps on how to access the portal, create and view tickets.

How do I login and submit a ticket to the Softrip Support Help Center?

1. You can access the Softrip Support Help Center portal at https://softrip.atlassian.net/servicedesk/customer/portals

2. You can also access the portal through the Softrip back-office instance as shown here.

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3. If you haven’t already, you will need to sign in to the Softrip Support Help Center using your account email and password. If you haven't created an account yet, contact Softrip Support by emailing Support@Softrip.com.

4. In the portal Help Center home page, you will see a list of links to the various components of the system.

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5. Each of these pages will have links to various knowledge center articles.

6. To submit a ticket, back in the portal Help Center home page, scroll down and click on “Need to raise a request? Contact Us.”

7. In the Raise a Request page, 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

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, 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:

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

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.

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

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.

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

Use 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 your tickets, select the User menu symbol in the upper right corner and then select Requests.

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.

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 company by tagging them via @ symbol. 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.

My Requests Extension

The button My Requests Extension will take you to an enhanced tool for viewing and filtering your tickets.

It has more extensive configuration options for showing columns and filtering.

It also gives you the ability to save your filters and to export the list of tickets to Excel or as a CSV file.

How to Submit Recordings:

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.

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