Video Tour: Navigating ADvendio's Customer Support Portal

You can discover how to use ADvendio's Customer Support Portal and its features by watching this helpful video guide. The simple walkthrough demonstrates how the portal operates.

Step-by-step Guide to Using ADvendio's Support Portal

How to Access the Support Portal for the First Time

Within 24 hours of the handover meeting with the Customer Success team, your organization's designated contact will receive an automated email. Please ensure that the designated contact has a System Admin profile - this will allow us to support as quickly as possible.

You must click the password reset link in the email within 24 hours. If the link expires, please email support@advendio.com for a new one.

Unable to log in / Lost login information

If you cannot log in or have lost your login information, please reach out to support@advendio.com to receive an automated password reset email.

Access to the Support Portal page

Link to Support Portal

The ADvendio Support Portal URL is: https://support.advendio.com

Your ADvendio Support Portal experience begins at the home page with quick access to our Newest releases, ADvendio Knowledge Base, and our future product landscape. 

On the top left menu, you will see a home icon, as well as a link to see all open cases and to open a New Case. 

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Click New Case to open a New Case in the Support Portal

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1. To open a new case, click on New Case in the top left corner of the menu. 

2. Click Next, then your Contact Name should be populated automatically; otherwise, enter your name.

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2. Enter a Subject to give a brief overview of the case.

3. Enter a Description, let us know what the case is about and the relevant features, explain what happened, detail the expected outcomes, list any error messages received, and outline the steps to reproduce the issue.

4. Next, set the Priority level of the case you are experiencing, here are the levels and their meanings:

   • Critical: System is down or severely broken for all users with no workaround. Immediate, severe business impact.

   • Urgent: Major feature impacted for many users with no reasonable workaround. Significant business disruption.

   • High: System issue or bug affecting some users or a key feature. Workaround may be available but is not ideal.

   • Medium: Technical issue or bug affecting individual users or with minor impact. Workaround is typically available.

   • Low: Minor technical issue, cosmetic bug, or general inquiry/feature request with minimal impact.

5. Select a Case Reason that best defines the reason for reaching ADvendio support

   • Bug - An anomaly, unexpected or irregular behavior, or errors.

   • Question About Handling - Questions about the product or documentation or a configuration issue.

   • Customization / Development Request - A customization unique to your business needs, such as a flow.

   • Feature Request - A new feature you would like to see in the product.

   • Other - For everything else.

6. Once you are finished, click the Next button at the bottom of the page.

7. As shown in the screenshot below, you can upload any files, such as screenshots of videos, to help explain the issue.

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8. Click Next and you will see a message displayed that confirms the case creation and case number, you can then view the case or create a new case.

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Open a New Case using the support portal email

If you have a problem accessing the Support Portal, you can create a case using the ADvendio support email address: support@advendio.com. When emailing, provide as much detail as possible to help our team resolve your issue quickly.

View Open Case information

View all information entered when opening the case, review communications with the support team, and edit details as needed.

You are also able to edit any of the information as necessary.

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View All Cases 

Click All Cases in the top-left menu. See all open cases, including status, case number, and open date. Click the Case Number or Subject to view a specific case.

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Case communication 

Support Portal notifications

Receive instant updates on your open cases within the ADvendio Support Portal (top-right corner).

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I can’t see the full messages in the support portal

If you can’t see the full messages in the support portal, please click on the comments section, then the arrow, and change from Clip Text to Wrap Text. This will allow you to see the full extention of the messages posted by the support team in your case.

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Email notifications

Opt-in for email notifications on case updates. Manage your notification preferences in Settings (drop-down next to your username in the top-right menu).

What notifications you would like to receive regarding your open cases can be configured in your Settings, which is accessible in the drop-down menu next to your user name in the top right corner of the main menu. 

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Support Portal Account settings and preferences

Manage account settings, personal details, and password via the drop-down menu next to your username in the top-right corner.

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