If you are experiencing an issue with an Access product, you can raise a case in the Support Portal instead of reaching out via the chat box. This guide provides a step-by-step process to help you raise a case efficiently.
Click on the links ⬇️ to skip to the section you're interested in:
Note: You can only raise a case for products where you are a named Support contact for your organization. If you see the tag "Content Only", you cannot raise a case but can access knowledge content and comment on existing cases.
⭕ Accessing the Support Portal
To raise a case, click on the link provided to you when you purchased our product, or use this link: Access Support Portal.
⭕ Steps to Raise a Case
Step 1: Log in to the Support Portal
Use your registered email and password to log in.
If you do not have login credentials, contact your organization’s administrator.
Step 2: Select the Product
Once logged in, you will see a list of products associated with your account.
Choose the product you need help with.
Click on the relevant product (e.g., Vincere if you are experiencing an issue with it).
Step 3: Create a Case
You will be navigated to a page where you can raise a case.
Click on the Create Case button to proceed.
Step 4: Choose the Product Area
Select the specific product area you need support with, such as:
Accounts & Billing
API Support
Activities Table
ATS (Applicant Tracking System)
If unsure, select the closest matching option.
Note: You can only raise a case for products where you are a named Support contact for your organization. If you see the tag "Content Only", you cannot raise a case but can access knowledge content and comment on existing cases.
Step 5: Briefly Describe Your Issue
Provide a brief description of the issue.
Click Next to proceed.
Step 6: Check for Existing Help Articles
The system will display related help articles based on your inquiry.
Review the articles to see if any provide a solution to your issue.
If you find a relevant solution, click "I FOUND THE ANSWER".
If the issue remains unresolved, click "CONTINUE TO SELECT A CHANNEL".
Step 7: Select a Support Option
The available support options depend on your support plan. These may include:
Give a Call – Speak directly with a support representative.
Raise a Case Online – Submit your issue for review.
Start a Live Chat – Get real-time assistance.
For more details on support options, please refer to Customer Success Plan
Step 8: Fill in the Case Details
If you choose to raise a case online, complete the form with the following details:
Subject: A brief summary of the issue (e.g., "Unable to access account").
Description: Provide detailed information about the issue, including error messages, timestamps, and steps to reproduce.
Product Area: Select the relevant section of the product (e.g., Billing, API, ATS, etc.).
Business Impact: Choose the severity of the issue:
Limited - I have a question about how to do something or a minor error
Moderate: A feature is not working as expected, but there is a workaround.
Major: A major feature has stopped working, impacting workflow.
Critical: The system is completely unavailable.
Add Attachments: Upload screenshots, error logs, or videos that demonstrate the issue.
Once all required fields are completed, click Create Case.
Step 9: Case Confirmation and Tracking
Once the case is created, you will have the option to view your case status.
You will receive an email confirmation with a case number.
You can track the progress of your case in the Support Portal.
🤝 Next Steps
Our Support Team will review your case and get back to you as soon as possible to assist in resolving the issue.
If you need to update your case:
Log into the Support Portal.
Navigate to "My Cases".
Select the relevant case and add additional details or respond to support team queries.
For urgent issues, consider using the Give a Call or Start a Live Chat options, depending on your support plan.
Happy Recruitment #TheVinnyWay🤩