The eScribe Customer Community Portal is designed with self help tools to submit and check the status of the tickets that a user has submitted, or in some cases the user might see all tickets submitted from their organization (where appropriate permissions have been granted).

To understand expectations on response times and available escalation paths, please review this article. Receiving eScribe Support & Escalations

Submitting New Tickets

1. Log into the eScribe Customer Community Portal
2. click the "Submit a request" link in the top right corner of the screen
   
3. Complete the details as requested on the screen - required fields will be marked with a red asterisk
   • CC - provide an email address to individuals who will be CC'd on email communication about this ticket. See additional information about CC below.
   • Priority - provide a level of priority that describes the urgency of the item
     • Urgent - an urgent priority is impacting core functionality across users with no reasonable alternative (ex: documents are not publishing, site is down)
     • High - a priority, is blocking work being done and impacting core functionality with no reasonable alternative (ex: questions or issues that are impacting core functionality)
     • Medium - not a priority, however would appreciate a response ASAP as it's impacting work, but there are reasonable alternatives (ex:  questions or issues that have impact to use of the system, but not core functionality)
     • Low - not a priority, but would appreciate a response at convenient time (ex: general FAQs)
   • Subject - provide a clear descriptive subject for the ticket 
   • Description - describe the context of the ticket to the best of your ability, if reporting an issue the steps to took to recreate the issue are incredibly valuable.
   • Type of Issue - select a type of issue that best describes your request (Question, System Issue, Performance Issue, Pricing/Sales Question, System Configuration Request, New Feature Request)
   • Call Back Phone Number - best phone number to reach you at to discuss the ticket
   • Reference URL - copy and paste the URL from your web browser where the question/issue relates to for our support team to most efficiently assist you.
   • Area Impacted - select the most relevant eSCRIBE module that is affected by your ticket
   • Attachments - attach any related files to your ticket (ex: screen shots, sample documents, etc)

Checking the Status of Existing Tickets

1. Log into the eSCRIBE Customer Community Portal
2. click the drop down menu beside your profile label in the top right of the screen
3. from the drop down menu, click "My Activities"
   
   
4. Depending on preferences, users can view tickets that they have submitted themselves, tickets that they have been CC'd on, or (if permissions allow) tickets that have been submitted on behalf of their organization. Tickets can also be searched based on keywords, or filtered by status
   
   
5. Any tickets meeting the criteria selected in the filters, items will be displayed below. Click on the subject to view the details, provide additional details, or close a previously opened ticket (maybe you have already solved the item yourself)
   
   

Note on "Solved Tickets": Tickets marked with a "Solved" status indicate that all work is considered complete on behalf of the eScribe team. A user might respond via email, or add a comment to re-activate the ticket for additional assistance. Tickets will automatically be closed in 28 days if no additional response is received.

Note: Additional Information re: copying people in ticket emails:

• You can CC a maximum of 20 end-users in emails to prevent spam scenarios (these users should be internal to your own organization or they will be removed).
• Only eSCRIBE agents can delete CC recipients.
• You can CC users that do not have eSCRIBE Customer Portal accounts. Those addresses will receive email when the ticket is updated, and can add comments to the ticket via email, but will not be able to access the ticket through the Customer Portal until they have created an account.
• Any additional people listed on the "To" line of the email are added as CC recipients on the ticket.