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      Learnsoft Support Portal User Guide

      Information relating to the support portal, and instructions on how designated contacts can interact with this system and our team. 

      The Learnsoft portal is the primary support tool available to Learnsoft clients. This user guide provides information relating to the support portal, and instructions on how designated contacts can interact with this system and our team.  

      This user guide provides an overview of the tools and functionality.  

      Support Portal Access 

      Clients working directly with the Learnsoft team will be marked as designated contacts for the purpose of receiving Support. These contacts would be the LMS Administrator(s) or hold similar roles within the client organization. They will have access to the ticketing system and knowledgebase.  

      Support contacts should be familiar with the organization’s implementation and use of their Learnsoft product(s). They will submit support cases as needed and be able to answer questions and make decisions pertaining to how the application is supported.  

      Learnsoft will also communicate with the designated contacts for matters related to support outside the scope of a particular case such as: upgrade windows, maintenance notifications, license key or metadata renewals. These users will also receive client newsletters and other company updates.  

      By default, designated support contacts will have access to view all tickets related to their organization.  

      Adding additional contacts 

      As your organization's staffing changes, a primary contact should submit a support request to remove or grant access to other users. Once the Learnsoft team has created or updated a support portal account, the new contact will receive an automated email with information on how to login to the Support Portal.  

      Access to just the knowledge base 

      Users in your organization who need access to the knowledge base and support materials in the knowledge base should create an account or have one created for them using their organization email address. This will grant access to the login protected guides within the portal but not access to any tickets.   

      When should I create a support case?  

      Recognizing this is a change for our existing clients, we ask that all support requests and conversations go through the Learnsoft support portal so that we may better track and more quickly address your questions and issues.  

      Clients should create a support case for:  

      • System or application issues and/or errors.  
      • Requests to add or modify modules, settings, or to ask what’s possible. 
      • General help with the application. 
      • Questions for your project manager.  
      • SOW or billing related inquiries. 

      Logging in to the Learnsoft Support Portal  

      You will be provided with an automated email to set up a password to use for accessing the Learnsoft Customer Portal. You will use this login to access the full knowledge base and to view your ticket history and submit new tickets. 

      1. Go to https://support.learnsoft.com/ 
      2. Notice the options in the top right corner to Go to Customer Portal or Sign In. Both of these options will take you to the Login screen. The Sign In option takes you back to the knowledge base and the Customer Portal will return you to your ticket view after successful login.  
      3. From the Login page, use your email address and portal password to sign in.  
      4. If you have forgotten your password, use the ‘Forgot your password?’ link to work through the reset routine.  
      5. If you’re still having trouble, send an email to support@learnsoft.com  

      Creating a ticket 

      From the Customer Portal, click Submit a Ticket from the top navigation menu.  

      You will be presented with a form to complete.

      ticket-client create

      1. Because you are logged in, your email address associated with your account should prepopulate in the email field. If you are creating this on behalf of a colleague in your organization, or you reach the ticket form without being logged in, you can replace this. 
      2. Add a meaningful subject; this will become the title of the ticket.  
      3. Include description of the issue or inquiry along with any steps to reproduce or navigate to the source of the issue you’ve encountered.  
      4. If you have screenshots or other attachments, click Choose Files to upload and attach.  
      5. By default, issues will be marked with a Normal priority; you can change this to Critical/Emergency or High as reflective of your business impact following these definitions: 
        • Critical/Emergency are site down, extreme slowness or issues experienced by all users. 
        • High issues involve large number of users, serious disruption to business, and may include degraded service for a volume of users.  
        • Normal represents issues involving degraded service or functionality usually involving a single or small number of users. This also includes product questions, new feature requests, and other support questions that have no impact on functionality. 
      6. Adding a category is optional but will help our team direct your ticket quickly to the best resource. 

      Viewing your tickets 

      The default view after logging into the Customer Portal will present you with your tickets. You can get back to this page by clicking, View Tickets from the top navigation menu within the Portal, or by clicking ‘Go to Customer Portal’ from the Knowledge base.  

      ticket-clientview2

      1. Search for specific tickets, filter by ticket status, and click the subject to view the ticket conversation.   
      2. Clicking on the subject of a ticket will reveal the full conversation including any attachments.  
      3. At the bottom of the screen use the reply area to continue the conversation by writing a response and adding any attachments.  
      4. Click [Send].  
      5. The page will refresh with your new reply at the bottom of the conversation thread. You may also notice the status change from ‘Waiting on Client’ to ‘Waiting on Learnsoft’ depending on the status when you reply.  

      Viewing your organization’s tickets 

      By default when you go to your ticket view, the list presented is for ‘My tickets’ which are tickets you initiated or that were raised on your behalf by the Learnsoft team.  

      To view tickets raised by other members of your organization, use the View dropdown to reveal ‘Organization tickets’. 

      ticket-clientviewOrg

      Ticket workflow – replies and responding 

      One key to decreasing your time to resolution is efficient communication. The Learnsoft team will sometimes respond to your tickets with clarification questions or updates on next steps. You will typically see the status on the ticket move to “Open-Waiting on Client” to indicate we have responded and need additional information from you.  

      To respond, you can login to the Portal, navigate to the ticket and reply including attachments where appropriate.  

      You can also reply to a ticket notification email. Make sure to reply above the existing correspondence, and do not alter the message title as doing so will split the conversation and create a new ticket.