To open a “Support Ticket” for CentralReach Support Specialist to review, open the page that you have a question about* and click on your account name in the top right corner. Then click on “Open a Support Ticket.”

* It is recommended you open the ticket on the page you have questions about, because it automatically takes a screenshot for us to use when troubleshooting your ticket.

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In the window that pops up, fill out the relevant information concerning your request. A description of each can be found below.

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  • For Ticket Type: Select “User Training” if you are unsure about how to use a feature. Select “Technical” if you are receiving an error message.
  • For Module: Select the area of CentralReach that best relates to the request.
  • For Description: Enter a detailed explanation of the support request you are submitting. For example, if you are trying to share a learning tree with a contact and are having issues, please include the client ID number in the description.

Important Note: Once a ticket is submitted by an employee, it is automatically routed to the organizational admin account. The admin account must then decide to escalate the ticket to CentralReach support, or resolve the ticket themselves. Only tickets escalated to CentralReach support will be actually seen by the CR support team. Once the ticket is opened in the admin account, it can be escalated to CentralReach Support, or closed. 

 

To review the status of the support request you have submitted, click on your name in the top right corner and select “View support Tickets.”

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This will open your task module and list the current open tickets. To review a ticket, click on the task. From here you can review any comments that the CentralReach Support Specialist team has added to your ticket and communicate directly by adding comments. It is recommended that you check here after opening a ticket, as a Support Specialist may comment on the ticket to request additional information.

To track your support tickets, there are several different filters that are provided in the left sidebar that will allow you to find, and track all tickets you have created. The admin account can track all tickets submitted from all users in their organization. You can use and save Organization Labels to track tickets as well. Finally, there are ticket stats that are available in the left sidebar as well.

Last Updated: 7/31/2017