Internal Portal

• The customer portal provides the GRATIS user with the ability to:
  • Search and locate articles from the GRATIS user guide
  • Search ad locate articles from the GRATIS troubleshooting and how-to guides
  • Raise new support tickets
  • Check the status of and reply to any support ticket

• To access the portal simply click 'Help' in the top right of the screen and then click 'Support Channel'

Creating tickets from the Portal:

• Click ' New Support Ticket'

• The ticket form will open and you are now able to fill out information such as the 'Subject' and a 'Description' of the issue you are facing, you can also attach files to the ticket.

Checking the status of tickets:

• You are able to check the status of any currently open ticket, add comments to a ticket, raise a new ticket, view completed tickets and even reopen closed tickets by clicking on the 'Check Ticket Status' link

• You have the option to filter out tickets based on the 'Status' by using the drop-down above the list of tickets:

GRATIS user guide and knowledgebase

• You can search within the knowledgebase solutions section for articles that may help you resolve an issue you are experiencing. Simply type your search terms into the search window to view the solution articles or browse directly from the knowledge base to the specific section

• You can also browse the full GRATIS user guide within the knowledgebase

• The search uses sophisticated keyword tagging so finding solutions to your questions couldn't be simpler. It's as easy as typing in your question and letting the system make suggestions.
  
  
  

• Within every GRATIS screen, there is a new button on the right-hand side of the screen which is labelled:

• It looks like this:

• When clicked the 'Help and Support' form will open.

• Within this form, you are able to 'Search Articles' using the magnifying glass in the top right corner.

• The search works in the same way as the knowledge base within the customer portal portal

•  It's as easy as typing in your question and letting the system make suggestions.

• If you are unable to find the answer to your question simply add your email address to the requester field, add a subject and type your question into the form and click submit.

•  A ticket will then be created within our helpdesk system and one of our support agents will contact you within two working hours.

• If you would like to send a screenshot with your ticket, whilst submitting the form, all you need to do is click on the little camera icon at the bottom right-hand side of the form and the page that you are in within GRATIS will be photographed and attached to your support request. You can also attach files by clicking on the safety pin icon.