Ecrion

Software, Inc.

Customer Support
Portal Walk-Thru

V2.0

Jeff Sinofsky
1/23/2019
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Contents
Overview ...................................................................................................................................................... 2
Logging In ..................................................................................................................................................... 2
Navigation .................................................................................................................................................... 3
Community ............................................................................................................................................... 3
Submit a request ...................................................................................................................................... 3
Searching .................................................................................................................................................. 4
Navigating Categories and Sections ......................................................................................................... 4
Following and Article ................................................................................................................................ 5
Providing Feedback/Comments ............................................................................................................... 5
User Options................................................................................................................................................. 5
My Activities ............................................................................................................................................. 6
Edit My Profile .......................................................................................................................................... 6
Change Password ..................................................................................................................................... 7

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2 Customer Support Portal Walk-Thru

Overview

This document walks users through the New Customer Support Portal. It covers areas including:

• Logging In
• Navigation
o Community
o Submit a Request – Open a Ticket
o Searching
o Navigating Categories and Sections
o Following an Article
o Providing Feedback/Comments
• User Options
o My Activities - Viewing/Editing existing Tickets
o Edit your profile
o Change your Password

Logging In

To access the Customer Support Portal, you will need to open a browser and go to the following URL:
https://support.ecrion.com/hc/en-us/. To login to the site, you will need your email address and the password
provided to you from the Customer Support Site. If you do not know your password, please click on the “Forgot
my password” link. You will then be able to reset your password. If you are unsuccessful with this, or you have not
been setup in the system, please contact your Client Success Executive from Ecrion to help facilitate getting access
to the site.

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Navigation

Once you have logged into the Portal, you will be taken to the home screen. Within this screen, you will be able to
navigate to different features.

Community
The Community area of the site will allow for a moderated Forum. This feature will be coming in the
latter part of 2019.

Submit a request
The “Submit a request” link from the upper-right side takes you to a Web Form that will allow you to open
Support Tickets.

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Within this form, please provide as much detail as possible. Include any log files, screen shots, and other
information that will help us resolve your ticket quickly.

Searching
The Portal has a Search capability that is present on each page. From here, you can search for
information or articles that can help you to resolve your questions prior to submitting tickets.

The results of the search include knowledgebase articles, as well as Community (as it is implemented)
items that may help to find a response.

Navigating Categories and Sections

Within the Portal Knowledgebase, we have created a variety of Categories. Categories are large groups
that are potentially made up of multiple sections. For example, a category would be Ecrion Solutions.
Within Ecrion Solutions, we have the Documentation and How To sections.

Category Section

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Following and Article

Within each Knowledgebase Article, users have the ability to “Follow” the article. By following the article,
you will be notified when updates are made.

Providing Feedback/Comments
Within each Knowledgebase Article, users have the ability to provide feedback on usefulness of the
information. There is also an area within each article to provide comments.

Feedback Comments

User Options

The Customer Support Portal provides the ability for user to see their activities, edit their profile, and
change their password.

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My Activities
Within the My Activities area, a user can see all Support Tickets that they have opened. Depending upon
the settings, they can also see any tickets that they were copied on as well as any within their
organization.

Edit My Profile
Within the “Edit My Profile” area, a user can change basic information about their account.

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Change Password
Within the Change Password area, a user can change their password to the portal.

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