How to use the Service Desk

If you don't remember how to create a ticket in the i3CONNECT Support portal you can find the explanation here.

Creating an account for i3CONNECT Support

An account is advised, but not mandatory, to access the i3CONNECT Support portal.

Advantages

• Unique reference number (SR-###) to track your different tickets

• Get email notifications on changes

• Share the progress with your team

• Always keep a good overview

• Add attachments

Instructions: Create an account

1. Go to the portal via https://support.i3-connect.com/

2. At the top right corner you will see a Log in button, press that.

3. You will be asked to login or create an account. Enter in the email address you already used when entering in your ticket. If you have not made a ticket yet, feel free to use any other email.

4. Press Next

   

   
   

5. In the next window, you may see:

   1. A green Sign up button (if your email has not been seen before). Press on this.

   2. or a Continue button (if your email is known) In the second situation, press on the “Create Password” link at the bottom of the box.

      

      
      

6. You will get an email sent to you to create your password.

Setting your default language for i3CONNECT Support

1. Go to the portal via https://support.i3-connect.com/

2. In the top right corner press on the circle with a person inside (may also be you’re profile image)

3. Press on Account

4. Under Language and time zone, select the language you wish to use

5. Press Save

6. Click on the Profile button at the top left of the page.

Finding your answers in the Support knowledge base

Many of your questions will already be answered for you! When arriving on the homepage of https://support.i3-connect.com/ you will see a search bar at the top of the page. Start typing keywords to your issue in the search field. You might find a solution faster than adding your ticket!

Creating a support ticket

1. When arriving on the homepage of https://support.i3-connect.com/ you will see a search, some Topics below that, and below that you will find the support request forms under the title “What can we help your with”. They will look like this:

2. Depending on your needs you will be able to request support with your:

   1. Hardware

   2. Software

   3. or Other Questions

   4. Below these forms are other commonly used resources

3. Click on the form that fits your situation best

4. Enter in the details of your problem in the form.

   1. While typing your question in the Summary field, you will be shown suggested articles from our Knowledge Base. Looking at these could solve your problem instantly, instead of needing to wait for support. Worth a look!

      

5. Once you enter in the form details and press Send, you will receive an email with your ticket reference. Any future ticket updates and changes will be sent to your email through there.

Follow the progress of your Support ticket

Follow the progress of Support tickets made by you, or shared with you by a team member.

1. Go to the portal via https://support.i3-connect.com/

2. You can find your requests under the button Requests in the top right corner.

   1. If a request has some unread progress (e.g. like a response from a i3CONNECT Service team member) then you will see a counter within the button.

      

      
      

3. After pressing on Requests, select the support ticket you wish to update.

   

   
   

4. You can add own updates to these tickets (text or attachments like photo’s and documents) into the textbox.

   

   
   

5. On the right side of the ticket you can also:

   1. Turn notification emails on or off

   2. Share the support ticket with other people.

      

Responding to Support tickets using email

If you have received a Support ticket, you can respond to it by replying to the email. You can also add people in the ‘to’ and/or ‘cc’ recipients field, and they will be added to the ticket as a participant on the Support portal: https://support.i3-connect.com/ .

Adding reference numbers to a Support ticket

If you are using your own ticket-system, or if you’re using own reference number that you use to follow up on Support tickets, please add this in the Reference field of the ticket form.

If you wish to add the reference later, request this change in the comment field or as a reply to the email. The i3CONNECT Support Team will update this for you.