User Guide
Contact
Table of Contents
Logging in to the Support Portal
Search and explore the Knowledgebase (FAQ)
Logging in to the Support Portal
Login
To log in to the support portal, please follow the instructions below.
Go to: https://support.zephyrtel.com
Click on “Sign in” on the top right corner
From the Sign in page, enter your email ID as your username and enter your password
Forgot Password
If you can’t recall your password, please use the Forgot Password or Get a password option to request a new one.
Getting Support
After you log in to Support Portal, the first page you will see is the Support Landing page where you need to select a product.
Search and explore the Knowledgebase (FAQ)
Right after your selection, you’ll see the Product Landing page where you can search or explore our Knowledgebase to find the answer to the most frequently asked questions.
We highly recommend that you explore our Knowledgebase before you submit a ticket.
Submit a Ticket/Request
Please note that you will see the words “Ticket” and “Request” used interchangeably. They both have the same meaning.
You may submit a ticket by clicking on the Submit a Request button.
Steps to submit a request
After you select a product you will be able to fill in form and submit a ticket.
Contact support via Phone.
If your issue has a High business impact, you can contact us via Contact.
To see contact phone numbers or emails, please click on the phone icon at the top-right corner.
After you click on the phone icon, you will see the page with the contact phone and email information.
On this page be sure that you select the correct product.
My Dashboard
On the My Dashboard page, you are able to find information regarding your ticket status, open a ticket (request) discussion with the agent, and view the status of the tickets on which you are CC’d, navigate to the Knowledge Base where you can find Product Documentation.
My Tickets
On this page, you are able to see all your tickets and take an action if needed.
Ticket Discussion
Clicking on the table item from the My Tickets page, you’ll be redirected to this page where you can see the previous discussion regarding your request.
Escalate Ticket
You are able to escalate a ticket for various reasons. Escalating a ticket sends notifications to the Support Manager and other key people in the organization. Ticket Escalation may be done in two ways:
- Escalate ticket from the My Tickets page.
- Escalate ticket from the Ticket Discussion page.
Re-open Ticket
If the status of your ticket is SOLVED or CLOSED, you will see an option to Reopen the ticket.
After you select the option to reopen the ticket, you’ll be redirected to the “Ticket Submission” form.
Ticket status
The Status field indicates the overall status of the ticket. Please see below for an explanation of the different status values.
New
Set by the system when a new ticket is raised.
Open
Set by the system when the first agent pick-up your ticket.
Pending
The system sets this when "Information Required" or "Waiting for customer confirmation".
On Hold
The system sets this when we are waiting for a response from a 3rd party
Solved
The system sets this status when we have shared a possible solution with you and asked you to test it. You can reopen the ticket immediately if the solution does not work and we will continue working on it.
Closed
This status type indicates that your ticket has been closed.