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Support Requests

Support Requests - User Guide

ℹ️

🤝 Business Impact

The Support Request module is your direct line to our experts. Instead of waiting for a phone call or an email, raising a request within the system ensures that technical logs are attached, and your query is assigned to the right specialist immediately for a faster resolution.

âš¡ Quick Start: Getting Help

  1. Access: Navigate to Maintenance > Support Request.
  2. Create: Click Create New.
  3. Draft:
    • Subject: Briefly state the issue (e.g., “Invoice Print Error”).
    • Note: Describe what happened. If there’s an error message, paste it here.
  4. Link Docs: Use the Connected Documents feature to attach a screenshot (JPG/PNG) of the problem.
  5. Submit: Your request is now tracked with a unique Ticket ID.

🗺️ Resolution Workflow 

graph TD
    User[Society Admin] -- Raises Ticket --> Sys[ERP Support Center]
    Sys -- Assigns --> Tech[Specialist Engineer]
    Tech -- Fixes --> User
    User -- Reviews --> Close[Ticket Closed]
    
    style User fill:#ccffcc
    style Sys fill:#f9f,stroke:#333

1. Introduction 📝

We understand that societies need continuous uptime. The Support Request system is designed to track every query from “Open” to “Resolved,” providing the Managing Committee with a history of how their technical issues were handled.

2. Using “Connected Documents” 📎

A picture is worth a thousand words! When raising a request, always use the Connected Documents button to upload:

  • Screenshots: Of the error message or the wrong calculation you noticed.
  • Scanned Files: If you have a specific bank letter or bill that isn’t appearing correctly. This helps the support team reproduce and fix the issue much faster.

3. Tracking Status 🔄

You can monitor your ticket’s progress in the Support Request Index:

  • 🆕 New: Request has been received but not yet picked up.
  • 🛠️ In-Progress: A technician is working on your database.
  • ✅ Resolved/Closed: The issue has been fixed.

4. Validations & Limitations ⚠️

  • One Issue per Ticket: Please don’t bundle multiple unrelated issues (e.g., “Member Email not working” and “Add new Ledger”) into one ticket. Raising separate tickets ensures they go to the right department.
  • Sensitive Data: Avoid sharing passwords in the notes. Our team will never ask for your system password.

5. Best Practices / Tips 💡

  • Be Specific: Instead of saying “System is slow,” say “The Dues From Member Report took 2 minutes to generate for the month of February.”
  • Check Documentation First: Before raising a ticket, search our Searchable Documentation. Many “how-to” questions are already answered in these success guides!
  • Feedback Loop: Once a ticket is resolved, leave a short note of confirmation. This helps us improve our service for your society.
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