Overview
Effective partner support is crucial for maintaining strong partner relationships and ensuring their success. The Partner Support Management feature within the Accelerate module provides a structured system for partners to communicate issues, ask questions, and request assistance directly through their portal. This streamlines the support process, moving away from ad-hoc emails or calls, and ensures that all partner inquiries are logged, tracked, and addressed systematically.
Key Features
- Partner Support Ticket Submission
- Ticket Categorization
- Priority Assignment
- Status Tracking
- Ticket Management Dashboard
- Support Queue Management
Accessing Partner Support Tickets
Click Accelerate in the top navigation bar, then click Support in the left navigation menu to expand it, and finally click Support Tickets.
This screen displays a comprehensive list of support tickets submitted by partners, providing a centralized view for administrators to manage partner inquiries and issues. Each ticket entry includes key details such as the ticket name, a unique identifier, its category, priority level, and current status. This view is part of the Accelerate module's support management capabilities, allowing administrators to monitor and track the progress of all partner-submitted help requests within the platform.
Frequently asked questions
- What is the purpose of the Partner Support Management feature?
This feature provides a centralized help desk system for partners to submit and track support requests. Administrators use it to manage, categorize, prioritize, and resolve these tickets.
- Who uses the Partner Support Management feature?
Both channel partners and UPM administrators utilize this feature. Partners submit and track their inquiries, while administrators oversee and resolve them.
- What are the key benefits of using this support system?
It streamlines the support process by centralizing inquiries, moving away from ad-hoc communications. This ensures all partner requests are logged, tracked, and addressed systematically.
- How do administrators access partner support tickets?
Administrators access support tickets by navigating to 'Accelerate' in the top bar, then expanding 'Support' in the left menu, and selecting 'Support Tickets'.
- What information is displayed in the partner support tickets list view?
The list view shows key details for each ticket, including its name, unique identifier, category, priority level, and current status. This provides a comprehensive overview for administrators.