Knowledgebase
Using the MLM Software Solutions online Support Center
Posted by Bob Hinkle on 01 March 2006 07:59 PM

The quickest way to access the MLM Software Solutions Technical Support Center is by clicking on the Technical Support option on the Help menu from within Consultant Front Office.


Viewing Knowledgebase Articles

Knowledgebase articles may be accessed directly from the Support Center main page and do not require a log in to be viewed. It is recommended that these sources of information be used prior to submitting a ticket. Users who submit a ticket for information that is available elsewhere on the Support Center site or in the user's guide will be directed to those locations to find the information they need. Browsing this information before hand will save time in resolving your support issue. To search the Knowledgebase, just enter a word or phrase into the box at the right, then click on Search.


Registering

Prior to submitting a ticket, all users are required to register in the Support Center using the Register link on the Support Center main page. Only registered users will have access to submit and view responses to their tickets.

Registering to use the support center allows you to track a history of your support requests and provides you 24/7 access to be able to submit, review and respond to your support issues.


Submitting a Ticket

Once registered, you may submit your support requests in the following manner:

1. Log in to the Support Center using the Login box in the upper right-hand corner of the Support Center web page. You must log in using the email address and password you chose during registration or the password that was emailed to you in your registration email, if you initially registered by requesting a Key Code.

Note that the email address you enter is not case sensitive, but the password is.

If you are unable to log in after registering, please click here for possible solutions.

2. After logging in, click the Submit a Ticket link from the main Support Center page.

3. Select the Ticket Type based on the question you will be submitting and click Next. For most questions, the General Support (default) selection will be appropriate.

4. Fill in the appropriate information that relates to your support request. Note that the fields with a red asterisks * are required fields and must be filled in prior to submitting your ticket.

5. Click Submit.

You ticket has now been submitted into our support “queue” and will be responded to promptly. Please note that responses are posted in the Support Center only and will not be emailed directly to you. You will, however, receive a Response Notification email indicating that a staff member has posted a reply to your support request. This email will also include a link to view and respond to your ticket. After clicking the link, you will be required to enter your login email address and password to view the ticket information.


Viewing and Responding to Tickets

To view and respond to a ticket, you will first need to log in to the Support Center using your email address and password. After logging in, you will be able to click the View Tickets link to view a list of all support tickets you have submitted in the Support Center. To view a specific ticket, simply click on the ticket subject in the Ticket ID column. This will open the ticket and display all information that has already been entered into the ticket, including your messages and any staff replies.

While viewing a ticket, you may add your response or additional information by clicking the Post Reply button to the right, above the ticket responses. Next, add the new information and click Submit to add your update to the ticket.


Uploading / Downloading Files associated with your Ticket

Click here for information on uploading files when submitting or responding to a ticket.

Click here for information on downloading and saving files that MLM Software Solutions has attached to your ticket.


Additional Information

Please note that users must log in to view and respond to support tickets.

Likewise, requests for support and responses to staff ticket replies will not be accepted via email. Requests and replies submitted in this manner are received in an unmonitored email account and will result in your message not being received and a significant delay in having your issue resolved.

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