The following information applies to the Mintsoft Support Entitlement Plan.
Adding a User
If you want to add a new user and allow them to raise support cases for Mintsoft, follow the below steps:
Firstly, register yourself as a contact for your organisation on our Customer Success Portal.
Contact one of your colleagues who is already assigned to the contact list for support cases dedicated to a specific product or a senior manager in your team and ask them to log a case with this request confirming the following:
Your contact first name and surname.
Your position within the organisation.
Your email address and phone number.
Whether to keep or remove other contacts.
Note: If you have a premier plan, contact your Customer Success Manager (CSM).
The entitlement holder must be a specific person. For example, you can't have HR team as a contact.
Alternatively, contact your account manager to sort this out for you.
Removing a User
To remove a user from the entitlement, please raise a new case online and reference the title of this article. Removing a user will only stop them from raising Support Cases.
User Limit
Each Support Plan allows for a different number of users to raise cases.
Essential Support Plan - 2 Contacts.
Standard Support Plan - 4 Contacts.
Premier Support Plan - 8 Contacts.
Unlocking your account and resetting your password
If you are locked out or need to reset your password for the Access Support Portal to raise cases, please follow the steps below.
Click on the Support Portal welcome page.
Click on the Forgotten password? link.
Enter your email address and click Submit.
If you can't complete this and are being asked to re-enter your email address numerous times, please use a different browser to reset your password instead.
You will then receive an email with instructions on how to reset your password, please follow as instructed to set up your new password. You will now be able to log in with the new password you have set.
Support Entitlement Plan benefits
For all support plans, customers have access to the following benefits:
Access Digital Assistant (Available in-app).
Raise a case.
Help guides.
Additionally for Standard and Premier support plans, customers have the following benefits:
Live Chat (Available in-app).
Live Chat is available Monday to Friday 8am-4:30pm.
Phone Support.
Why cant I access the in-app support benefits?
If you or a colleague are having difficulty accessing in-app support features such as Live Chat and the Access Digital Assistant, please verify that you are registered under your Support Entitlement Plan with Mintsoft. Additionally, ensure that the email address associated with your Mintsoft account matches the one listed in Salesforce, as both must be identical for proper authentication against the Mintsoft Support Entitlement Plan.