IntroductionAxiom’s TECH SUPPORT Portal has three main role definitions: Admin, Agent and Client. This guide will cover how a Client interacts with the TECH SUPPORT Portal.How Does the Portal Work?It’s never been easier to manage, organize and monitor your IT service contracts and assets in a centralized location for your entire organization. With an intuitive
New User RegistrationYou can self-register by clicking "Register" in the center ICON BAR or by clicking "Login" and "Create Account" in the ensuing drop-down window.
Registration, continuedFill in the required fields click "Register" to receive an email confirmation of your new account creation. You will then be able to log in to create and manage tickets for your resources.Notification email:
Your DashboardFrom your dashboard you will have access to all of your tickets, open and closed.You will also see notifications of new open tickets and new ticket communication here.
Opening a TicketOpening a ticket allows you to share information on any issue(s) you may be experiencing with your product.You can submit a new ticket from the home screen after logging in:
Submitting a TicketTicket creation is quick and simple. Click "Submit Ticket" on the HOME PAGE, enter the information requested in the SUBJECT and MESSAGE fields to help us understand the issue you are experiencing, and click"submit". If necessary, you can also attach files (pictures, for example) to show us particular details of your issue.
Accessing Your TicketsAside from clicking the "VIEW TICKETS" link in the email you receive after successfully submitting a ticket, you can access your tickets by clicking the following links in your DASHBOARD:
Your TicketsThe TICKETS page will give you access to all open and closed tickets, and give you "at a glance" information about the last activity (communication) in each ticket.
Your Open TicketsThis screen gives you quick access to the status, last activity, and last respondent, as well as ticket ID.Clicking on a ticket will allow you to view more detailed information about your ticket as well as give you the ability to communicate with your agent.
NotificationsAll ticket communications will trigger an email notification to be sent to you and the agent. For example, if you leave a comment, your assigned agent will receive a notification alerting them to new activity. Likewise, when an agent responds, you will receive an email notification alerting you.
Closing and Accessing Closed TicketsYou can close a ticket at any time should you decide. Likewise, you can re-open any previously closed ticket if the problem persists or reoccurs. These actions will trigger an email notification to both you and the assigned agent.You can also change the status
Accessing Your ProfileYou can access your profile by clicking "My Profile" in the upper right portion of the screen and clicking "Profile":Once you have accessed your profile it is possible to change your password, add a profile picture, or include business and/or mobile phone
Knowledge BaseThe KNOWLEDGE BASE is a searchable collection of topics/articles that may contain information pertinent to different aspects of your responsibilities. This is a living document.
Miscellaneous: Site IssuesMiscellaneous details found on the DASHBOARD include a link to report site issues, an option for dark mode, and a language chooser.