How can I submit and view SoftPoint support tickets?

Please see below video and outline:

• Steps for Using the SoftPoint Customer Portal

  1. Accessing the SoftPoint Customer Portal:

     • Open the SoftPoint customer portal landing page at softpointio.zendesk.com.

  2. Signing In:

     • Sign in using your email address and password.
     • If you're new to the portal, click Sign Up to create an account.

  3. Navigating the Landing Page:

     • After logging in, you’ll see the landing page displaying important information, upcoming events, announcements, and access to the knowledge base.

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  Submitting a New Request (Support Ticket)

  1. Submit a Support Ticket:

     • To submit a new support ticket, click on "Submit a Request" on the portal.

  2. Choose Your Issue:

     • Select your issue from the options provided.

  3. Fill in Ticket Details:

     • Select the default ticket form and fill in the subject line (similar to sending an email).
     • Attach any documents or pictures that support your request if needed.

  4. Submit the Ticket:

     • Once completed, click Submit to send your request to the SoftPoint support team.

  5. Tracking Your Ticket:

     • You can view the status of your submitted ticket on the portal.

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  Viewing Existing Requests (Support Tickets)

  1. View Your Existing Tickets:

     • Click on your name in the top right corner of the portal.
     • Select "Requests" to see all of your submitted support tickets.

  2. Ticket Status:

     • You’ll see tickets in different statuses:
       • Open: Actively being reviewed by agents.
       • Awaiting your reply: Requires more information or confirmation from you.
       • Solved: Resolved and closed tickets.

  3. Review Ticket Details:

     • Click on any ticket to view:
       • The original request, the full conversation, and the current status.
       • Any updates or additional attachments from the support agent.
       • The support agent or SoftPoint employee assigned to the ticket.

  4. Add to the Conversation:

     • If needed, you can add more attachments or reply to continue the conversation.

  5. CC’d Tickets:

     • If you are CC’d on a ticket, you will see those tickets in your request list as well.

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  This process ensures you can easily manage your support tickets and stay updated on their progress through the SoftPoint customer portal.