This guide is intended for customers or resellers who have access to the Partner Portal to create and manage support tickets for their organization.
1. Overview
Access to E-MetroTel’s Partner Portal is provided to our valued partners to directly submit service & support related items to the E-MetroTel Assurance Support Services team. Each item entered opens a ticket that gets directly submitted to our team of assurance support experts.
Tickets can be opened for any product related issues including technical support, account creation, product improvements, trouble tickets, perceived product deficiencies and documentation related issues.
Prerequisites
Access to the Support Ticket system is provided to partners who have completed their UCX Technical Training and have passed the UCX Technician Certification Exam.
Requesting Access
To request for access to E-MetroTel’s Partner Portal (Support Tickets Portal), send an email to [email protected], providing your full name, email address, your company name and your role.
You will then receive a welcome email with your login credentials and the URL link to the customer portal.
2. Accessing the Portal
Email Invitation
Once your account has been created for E-MetroTel Support Tickets portal, you will receive an invitation email from the system with a link to set your password. After that you can use the account to login.
Partner Portal
Login to the Partner Portal with your partner account: https://portal.emetrotel.com/
From the Partner Portal, select Support – Service Desk.
3. Creating a Support Ticket
Prior to opening a ticket, please verify that the UCX system and other assets, as applicable, are on the latest software or firmware release available and have an active assurance service contract.
Create one ticket for each query, request or problem. Do not report multiple issues in a single ticket.
To create a new ticket, click on New Ticket on the top menu bar.
The most important piece of information to obtain when creating a ticket is the Serial Number. Upon entering the Serial Number, many of the required fields will be automatically filled in.
The Priority field is optional, you can select the priority based on the following guidelines:
| Priority | Description |
|---|---|
| Low | No service impact. |
| Medium | Certain features or product not working. |
| High | Customer service affected. |
| Critical | System down. Cannot receive or make any calls. |
The remaining required fields are:
| Subject | Provide a short description of the ticket. |
|---|---|
| Description | Provide detailed description of the problem. If possible, give step-by-step instructions on how to reproduce it. |
| Category | Technical, Commercial or Porting. |
| Technician Name, Phone Number and Email | Contact information for the Technician. |
Click the Submit button to create the ticket.
4. Viewing and Updating Tickets
To search and view your ticket requests, click on Ticket List on the top menu bar.
You can use the Filter and Sort options on the top right or the Search function on the top left to search and find your ticket.
Using the Search function, enter your keyword and hit Enter. Tickets with any field matching the keyword will be listed. The search is case-insensitive.
Click on any of the tickets listed to bring up details of the ticket.
Here you can view all the updates/activities related to the ticket and make the following updates:
- Add comments
- Attach files or screenshots
- Modify fields in the ticket
Notification
By default, the creator of the ticket will automatically be included in the notification list.
You can have Additional Recipients included in the notification list by adding their emails.
5. Closing Tickets
The Portal retains a list of all tickets that are relevant to your organization and each ticket is updated every time comments or status changes are made. Please be alert and prompt with your updates and responses until the ticket is resolved and closed by the Support Services team.
When a ticket is resolved, the status will be changed to Closed. If the problem is not resolved, you can re-open the ticket.