Starting 16 December 2024, ticket creation will only be possible for designated contacts. These contact persons are known to us as 'key-users'.
Introduction:
For questions about the ISPnext software, problems or changes, we have an online help centre. Up to three key-users per customer can create tickets through this system.
Key-users can be notified via the project or account manager or via a ticket in the system in case of changes.
Login:
To access the help centre, go to: https://helpcenter.ispnext.com/
At the top right, you will find a button to sign up.
When logging in for the first time, use the 'forgot password' button to set a password.
Accessing your submitted tickets:
Click on your name at the top right, then select 'My Requests'. Here, you'll find all your submitted requests, including self-made and CC requests.
To the right of the search bar, you can filter by ticket status.
Creating a ticket:
- To create a ticket, you have to be signed in.
- Creating a ticket is done through ISPnext's helpcenter.
The help centre can be found at: https://helpcenter.ispnext.com/ - Click on 'Create ticket' at the top right
- Select the notification category
- Fill in the fields shown in as much detail as possible
- In the paragraph below is an explanation of the different fields
- Add the steps explaining how Support could replicate the problem
- Mandatory fields have an asterisk
- If you share a screenshot, make sure it shows the whole page
- Add any attachments
- Click on 'Send
Explanation of the different fields:
Below is an explanation of the possible fields.
The visibility of these fields depends on the ticket category selected.
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Choose your problem below:
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- Select the type of ticket you want to create here, depending on the choice you will get other fields to be answered. The choices :
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I have a fault or problem with the software
Use this option to register a notification or problem where the type of notification is not ERP / OCR related. -
I have a feature request
If you want to have a new functionality developed use this form, here additional questions will be asked to determine who the feature is for and what the benefits would be of this new functionality. -
I have a configuration change request
For workflow adjustments or configuration changes, please use this option. Please note in most cases an estimate in terms of time and costs will also be provided. After agreement on the costs to be incurred, the work will be carried out. -
My question is about the ERP integration with AP Automation
If there is an error message from the ERP package when booking invoices or there are problems booking invoices. Also if there are problems with data retrieved from the ERP package. -
OCR-recognition improvement
After a recognition enhancement is created in the learning module, this option can be chosen to have the created recognition enhancements picked up by a consultant. -
I have a different question
If none of the previous categories satisfy then this option can be used.
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I have a fault or problem with the software
- Select the type of ticket you want to create here, depending on the choice you will get other fields to be answered. The choices :
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Cc:
- To keep others informed of the ticket's progress, additional e-mail addresses can be added here.
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Subject:
- In a few words or one sentence, state the subject of the ticket.
- If you use your own ticketing system, you can also include your ticket or incident number here. All communication from our system will include the full subject including the number provided.
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Description:
- Give a clear and detailed description of the request or problem.
- Describe the steps to be followed so that the Support Department can reproduce it.
- In addition, include screenshots of the full page to support your description.
- Give a clear and detailed description of the request or problem.
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Reproduction scenario added?
- This field is a confirmation that there is a way to replay the problem in the description, if applicable.
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Project:
- Select a project here if you are still in the project phase. The ticket will then reach the right people involved. Only ongoing projects will be shown here.
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Product:
- Select the software product the ticket is about. Only your organisation's products are displayed.
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Urgentie & Impact:
- The fields are explained in the form.
- Ensure proper classification.
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Minimum requirements for request (function requirements):
- What are the job criteria of your request? Distinguish between necessary and desirable criteria.
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Who is the feature intended for?
- Describe the group(s) or department(s) in need of the desired function.
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Which problem or limitation are you addresssing with the function?
- Indicate how this feature improves current capabilities or what problem it solves.
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How much time do you expect to gain with the function? (in minutes per day/week/month)
- This field is used to assess the classification of the job request.
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How many users will this feature affect?
- Indicate how many users will benefit from the improvement.
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How often does it take place?
- How often will the improvement be able to save time.
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