We recognise from time to time; you may require support from our team of engineers. As long as you're a named support contact for your organisation you'll be able to raise new support cases.
Raising a Support Case
Before raising a case, don't forget to check our knowledge base where you'll find lots of articles to help you. If you still need to raise a case, follow the steps below:
Firstly, go to the Customer Success Portal login page.
Click on I'm a Customer and log in to your account.
You'll be taken to the Help Centre. Click on Mintsoft and then Create a Case.
You'll be taken to the case creation wizard.
Enter a brief description of the reason for the case.
Next, add more detailed information about the case. Don't forget to provide as much detail as possible.
Suggested articles will appear. Click the title to view the article. If they solve the problem click Yes, which will close your case. If you need further help continue through the wizard.
Upload any attachments that will help the engineers when reviewing the case.
Choose a Business impact from the options available.
Once you have completed both steps in the wizard, the support options available will be displayed. These will depend on your current Success Plan.
Your case will be raised to the Support Team. A confirmation message with your Case Number will be displayed on the next screen.
Viewing Open Cases
Once you have raised a Support Case you can view and update your cases from the Customer Success Portal.
To view and update a case:
From the Help Centre click the product you would like to view cases for, for example, Mintsoft. You can see how many cases you have open for your product, and how many are waiting for a response from you.
Click My open cases to view the case management screen. All open cases for your product will be displayed. You may be able to see cases raised by other members of your organisation here if you have the privileges to do so.
Use the search and filter options to find specific cases.
To view a specific case, click the subject. You will see all case information, including comments from our Support Team.
To update your support case, write a comment and click Add Comment.