Submit a Support Request

This article explains the two ways you can create a support request/ticket on AppZen.

• Raise a support ticket via the Support Portal

The following section explains both ways in detail.

Raise a support ticket via the Support Portal

1. Log in to your AppZen instance (Expense Audit, Autonomous AP, Mastermind Analytics, Team Intelligence, Mastermind Platform, Card Audit).

2. On the left panel, click Support Portal.

3. On the portal page that opens, scroll down to find the "Contact Support" button. Click on it to access the ticket form where you can fill in the details.

4. On the ticket form that appears, fill in the following details:

• CC: You can CC other users if you would like them to be involved in the ticket.
• Organization: This will auto-populate.
• Subject: A brief description of the problem.
• Description: A detailed description of the problem that you are facing.
• Priority: Set the priority (Low - Sev4, Normal - Sev3, High - Sev2, Urgent - Sev1).
• Urgency: Set the appropriate urgency
  • Very High: Core service is completely down (Highly severe, AppZen is completely down, and you cannot use the system)
  • High: Business processes are seriously disrupted (Severe, there are multiple problems with the use of AppZen, and multiple transactions and users are impacted)
  • Medium: Business processes are affected (Few transactions and/or users are impacted - There is some impact on functionality usage)
  • Low: Little or no effect on business processes (Not severe, yet the issue needs to be fixed)
• Attachments: Attach screenshots or any file that will help the support team diagnose the problem faster. For example, attach a specific expense report number, the error that is showing, and so on.

5. Once done, click Submit. You will see a success notification on the screen and receive an email confirmation.