Submitting a Support Request

Our AppZen support team is here to help with technical issues on AppZen products, accommodate customer requests, and provide a resolution. First, go to the following url: https://support.appzen.com/hc/en-us

Click on the "sign in" link. (Contact your Customer Success Manager for a Zendesk account)

Once the user is signed in, click on the "submit a request" to start the ticket submission process.

 

Screen_Shot_2021-10-18_at_3.21.15_PM.png

Listed below are the fields to fill in when submitting a report request:

 

 

Sections of when submitting a request:

  • CC: You can CC other users if you would like them to be involved with the ticket

  • Region: Country where you are reporting the problem from

  • Product Values: This is the AppZen product licensed - Please select from the available option

  • Type of Ticket - Is your ticket a:

  • Question A question about a specific function or working of AppZen

  • Incident Reporting an error message that has occurred in your usage of the AppZen product but did not lead to any apparent issue

  • Problem Reporting a problem about a specific function that may not be working as intended within AppZen

  • Task A request to change the specific function or change configuration for additional functionality within AppZen

  • Task Due Date: The desired date you would like your ticket to be resolved

  • Subject: A quick description of the problem

  • Urgency:
    Very High - Core service is completely down Highly severe, AppZen is completely down and the system is completely unusable

  • High - Business processes seriously disrupted Severe, there are multiple problematics to the use of AppZen and multiple transactions and users are impacted
    Medium - Business processes 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 issue needs to be fixed

  • Priority: This is the Severity of the ticket and will be determined by the AppZen Support team. This will always be greyed out, no need to choose

  • Description: Please describe in detail the problem that requires resolution

  • Attachments: If possible, attach screenshots or any of sort of files that will help the support team diagnose the problem faster (Ex. specific expense report numbers, what error is showing, etc.)

Once ticket has been filled in, click “Submit” and you will receive a success notification, as well as an email confirmation

 

Submit a support request via Expense Audit

Users can submit a support ticket from the Expense Audit directly from the application itself.

  • Contact Support” is a tab to which users will click and can raise support tickets for support.

  • After clicking the “Contact Support” tab, a popup will be displayed where the user has to fill in all the mandatory fields for raising the ticket. The Email Address field is auto-populated.

 

  • The successful upload of a file will be displayed in the list as shown below in the screenshot. Users can upload as many files and no limitations in place as of now.

  • After filling all the mandatory fields, the user will be able to submit the form and a success message will be displayed along with a request-id on successful ticket creation.

 

Please Note: The user can still raise the ticket using AppZen Support. This feature provides the user to connect to support without navigating to the Support Website. Also, the link is only visible to the users having the required user role to open support tickets with AppZen. If a user is required to open cases the AppZen support team will assign the user the correct permissions.

 

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.