Submit a Support Request
This article explains how to create a support request/ticket on AppZen.
Note:
The ability to create a support ticket via email has been disabled. To submit a support request, you must log in to the AppZen Support Portal.
If you do not have access to application, please contact your internal system administrator.
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. In the upper-right corner, click the Help Icon.
3. On the help site page that opens, scroll down and click the Contact Support button.
You will be redirected to Zenius, AppZen's AI-powered support assistant.
Describe your issue/request to Zenius. It will analyse your request and provide troubleshooting steps/information from knowledge base articles to help resolve your issue.
4. If your issue remains unresolved, simply type "Create a Ticket" or let Zenius know that you would like to contact AppZen Support. Zenius will collect the necessary information and create a support ticket in Zendesk on your behalf.
To create the ticket, Zenius may ask you for the following information:
| Field Name | Description |
| CC (Optional) | You can CC others if you would like them to be involved in the ticket. |
| Severity | Select any of the following based on the severity of the issue: Critical - Core service down/No workaround/Major business impact High - Major feature issue/Unstable service/No workaround Medium - Feature issue with workaround/Minor impact Low - Minimal impact/Info or Documentation request |
| Preferred Contact Hours | Your preferred contact hours based on your time zone. |
| Subject | A brief description of the issue you are facing. |
| Description | A detailed description of the issue you are facing. |
| Attachments | Attach screenshots or any file that will help the support team diagnoze the problem faster. For example, attach a specific expense report number, the error message, and so on. |
5. Confirm ticket creation.
After collecting the required information, Zenius will create the support ticket in Zendesk.