The new Help Desk Ticketing feature is now live on the Optergy Partner Portal. Users are able to access this feature via the Help Desk tile on the home screen OR from My Account -> Help Desk.
This new feature will allow users to keep track of their open/outstanding tickets and will have the ability to link to a site, providing better transparency and support history. This will enable Optergy to provide you a higher level of support into the future.
There are four ticket types to choose from-
1. Technical Support Ticket – capturing details and relevant information to login and provide technical support
2. General Product Query Ticket – general questions that do not require technical login or support
3. Feature Request Ticket – log details of feature requests for assessment
4. Sales Enquiry Ticket – general sales ticket passed through to the sales team
Once a ticket has been submitted, expect a response from the team within 2 business days. Once a response from Optergy has been received, If you do not reply within 30 days your ticket will automatically be marked as resolved. If the problem is not resolved you can reopened a ticket at any time.
The firstname.lastname@example.org email address will no longer be used to log support tickets. All new tickets and responses are to be managed through the Partner Portal directly.
If you do not have Partner Portal access, please contact your organisations Optergy account administrator OR your Optergy Sales Rep.