Customer Support Portal - End User Guide

Background

This article explains the usage of the All Imaging Systems Customer support portal. This portal primarily enables the customer to view the status of their Repair & Service Orders, including history of closed and completed orders.

Target Audience

This article is targeted to end users

Requirements

In order to use the portal the end user should have an account created by All Imaging Systems

How to use:

1. Login using the link in system generated email. The subject of the email is "All Imaging Systems Customer Self Service Portal Invitation" The screenshot of the email is below :

2. Login to the portal as in the screen shot below.

3. To view tickets

To view tickets click on the "My Area" Tab as in the screen shot below.

You will see open tickets. You have the option to view only your tickets or to see all tickets belonging to your team.

4. To reply to a ticket.

To reply to a ticket choose the ticket and then click on reply as per the screenshot below:

You will receive updates in the portal and via email when the ticket is updated by All Imaging Systems.

5. To close a ticket.

Typically our Logistics department will close the ticket after they have shipped the repair or completed the service. However if you wish to close a ticket click on the "close ticket" button.

6. To Add a Ticket

Typically our Sales Operations will create a ticket and you shouldn't need to create a ticket. However if you need to create a ticket, you can send an email to support@allimaging.com or click on the "Add Ticket" link as in the screenshot below:

7. Other functionality

There is other functionality available, but the above lists the primary functions.