In this article you will learn about the Customer Portal including:
Overview
The Customer Portal is a secure, personalised hub for customers to submit and manage their support requests. This feature allows customers to create new support requests, check the status of open support requests and create follow up requests on solved tickets.
How to Access
- Log in to Class > Click the Help icon
, on the top right-hand side of the page > select Class Help Centre.
- On the new window that appears after actioning step 1, sign in by selecting on <You need to sign in to view this page> (it is a single sign-on therefore once you are logged into Class, all is required is to click hyper link which is <you need to sign into view this page> that would land you into customer portal).
- Click your username to access - My Activities, Profile and to Submit a Support Request.
Raising a New Support Request
Tickets can be raised within the client portal by clicking ‘Submit a Request’ or by navigating into My Activities and clicking New Request:
You can choose the related product for example: Super, Trust, Feeds or General Enquiries and complete the relevant fields such as Subject and Description prior to submitting your request. You will then see the status as Open.
Statuses
Each status represents the following:
- Open - Indicates a ticket has been assigned to an agent and is in progress. You can view all open tickets using the Open ticket’s view.
- Awaiting your reply - Indicates the agent is pending response from the requester. You can view all pending tickets using the Pending ticket’s view. When the requester responds and a new comment is added, the ticket status is automatically reverted to open.
- Solved - Indicates the agent has submitted a solution and the ticket has been closed.
Viewing Historical Support Requests
You can view all the historical tickets by clicking My Activities and sorting all tickets based on its Status as mentioned previously.
Please note if a follow-up ticket is required on any solved cases, you will need to click on the solved ticket and click the hyper link displayed as <create a follow up> which automatically links the ticket number previously solved and creates a new follow up request with different ticket id.
The portal allows users visibility over their own tickets only