ADvendio Support Portal User Guide

Overview

This document details how to raise a case within ADvendio’s support portal, check the status of all the cases raised within your organization, and how to manage your notification and other user settings.

Initial access

Within 24 hours of the handover meeting with the Customer Success team, one pre-designated person from the organization will receive an automated email from our support portal. 

Once the email has been sent and received, you will have 24 hours to click the link in the email to reset your password.

Lost login information

If you have misplaced your login information, please reach out to support@advendio.com in order to receive an automated password reset email.

Your username for the support portal will not be your regular email address.

Please refer to the username assigned in the original support portal invitation email if you have misplaced your correct username.

Support home 

The ADvendio Support Portal experience begins at the home page where quick access to our newest releases, our wiki knowledge base, and our future product landscape is provided. 

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. 


Opening a new case 

Within the support portal

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

Enter in your name for Contact Name, leave Status as new, and for Subject enter in a few words describing the issue.

Next, match the Priority level of the issue you are experiencing using our issue escalation guidelines. Note that you can access these by hovering over the question mark to the right of the Priority field title.

Finally, give a detailed description of the issue you are experiencing in the Description field. Be sure to include all relevant information. If needed we will follow up with directions on how to grant us access to your org so we can conduct further investigation.

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

Using the support portal email

Once your account has been activated, you will also be able to start a case in the ADvendio Support Portal using the email support@advendio.com

As with starting a case directly from within the ADvendio Support portal, it is important to provide as much information as possible in order to aid our support team in a quick resolution. 

Open case view

When viewing an open case you will be able to access all the information you entered when opening the case, as well as review all communications related to the case with the ADvendio support team. 

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

View all open cases 

To view all open cases, click the link in the top left hand menu that says All Cases. There you will be able to see all open cases, as well as their status, case number, and the date they were opened. 

To click into a single case, you can click on either Case Number or the Subject.

Case communication 

Support portal notifications

Updates to your open cases made by our team will trigger notifications within the ADvendio Support Portal interface. 

You can see these notifications in the top right corner.

Email notifications

If desired, updates to your open cases that are made by our team can trigger an email notification letting you know that we are working on the issue.

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. 


Account settings and preferences

You can manage your account settings, personal details, and password using the drop down menu in the top right corner of the main menu.