Overview
Avolin is one of the largest brands in Central Support. The Support agents aim to focus on customer success by delivering the right solutions for product-specific industry workflows.
This article provides information and links to the solution articles that describe how tickets are handled when an Avolin issue is reported. The description also includes the steps to navigate through the Avolin Support Portal.
Contents:
- Getting Support
- Searching and Exploring the Knowledge Base
- Submitting a Request
- Contacting Support via Phone
- Using the Support Portal Dashboard
- Escalating a Ticket
- Product Downloads and Documentation
- Classifying Types of Ticket Status
Prerequisites
Before anything else, you should have access to the Avolin Support Portal. To log in or retrieve your password (for first-time users), follow the steps outlined in this article about Logging in to the Avolin Support Portal.
If you forgot your login credentials, follow the steps provided in this article about resetting your password.
Information
Getting Support
After logging into the Support Portal, you will first see the landing page, where you can select and read articles for each product.
Searching and Exploring the Knowledge Base
Each product has its landing page, where you can search or explore the Avolin Knowledge Base for answers to the most frequently asked questions. The Avolin Knowledge Base is a repository of support articles that provide documented solutions to the known issues.
We highly recommend that you explore our Knowledge Base before you submit a ticket. Reading support articles is the quickest and most accessible way of finding solutions to problems you may encounter.
Submitting a Request
If you are unable to find a solution from the support articles, you can create a ticket and send it to the Avolin Support Team. For an agent to further assist you with your concerns, follow the steps for submitting a request.
Contacting Support via Phone
If you immediately need assistance, e.g., an urgent organization-wide issue, you can directly contact the Avolin Phone Support. Here, you can reach an agent from the Phone Support List by following the steps provided in this article about contacting support via phone.
Using the Support Portal Dashboard
To check your ticket status, view the pending tickets, or go through the tickets where you are copied, check the My Dashboard page. For more information, read Navigating the Support Portal Dashboard.
Escalating a Ticket
You are allowed to escalate a ticket if it has not been touched after 60 min of its creation.
- Go to the Avolin Support Portal.
- Click on the My Requests button.
- On the requests page, look for the ticket you would like to escalate, and click on the Escalate button.
- You will see a pop-up window. Select the escalation reason in the Please select the Escalation Category dropdown menu:
- Describe the reason in the Escalation Reason field, and click on the OK button.
- A confirmation pop-up displays letting you know that the ticket has been escalated. Click on the OK button.
Ticket successfully escalated
Product Downloads and Documentation
To download the Avolin products and manuals/guides, follow the steps provided in this article about downloading Avolin products and manuals.
Classifying Types of Ticket Status
For more information on the Avolin ticket life cycle, read this article about types of ticket status, which describes the changes in your ticket from the moment you send a request until it gets resolved.
