Ignite Support Portal & User Experience

Logging into the portal:

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  1. Please login to https://support.ignitetech.com/hc/en-us by entering in your email ID as your username and your password.
  2. If this is the first time you are logging in, please click on the “Sign-up” option to create a new account.
  3. If you have communicated with our support in the past, via email, then your account would already exist in the system. You can then use the “Get Password” or “Forgot Password” options to request for a new password.

After logging in to https://support.ignitetech.com/hc/en-us, end-users will be taken to their home page, where they will be able to see the General articles and articles related to their products.

Home Page:

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On their home-page, users have the option to create a new ticket using the “Submit A Request” button.

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New Ticket/Request:

Once the user has clicked on "submit a request", they will be taken to the ticket creation form:

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On the ticket form, user will be presented with the GDPR banner and the checkboxes for the sensitive data disclaimer.

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Ticket Detail Page:

Once the user has submitted the ticket, they will get a receipt via Email and the request page will refresh to the ticket detail page.

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User also has the option to mark the ticket as solved.

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Once the ticket is marked as solved, user will get a notification for filling out the NPS survey for that ticket.

User can also see all their requests/tickets in the My activities Page, (link present at top of every page)

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My Activities List Page:

From the request’s detail page, user can see the updates on their tickets and can also update the ticket themselves.

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Reopening a ticket

User can re-open the request by updating the ticket if they feels the issue is not resolved yet and they have not filled out the NPS survey.

Reviewing organization ticket

Other than the tickets created by the user, they can also view the requests they are copied into and the organisation’s request.

 

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