The Customer Portal provides you the ability to easily submit new tickets to PCR, review existing tickets , or find information by searching the Customer Wiki. The portal offers provides various categories to help route tickets to the correct groups or individuals faster. There are seven types of tickets that can be submitted: Bugs (Report a Problem), Request Professional Services, Upgrade Requests, Outage Reports, Suggest a New Feature, General Requests, and COMIT Help. The various ticket types are described in more detail below in the Landing Page section below.
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You may access Customer Portal from your browser
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using the URL help.pcr.com
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This will bring you to the Customer Portal landing page (if you are logged in already). If you are not logged into the system already, you will need to log into the system using the provided username (typically the email address you use to communicate with PCR). Once you log into the system you will see the Landing Page. From the landing page, you can search the wiki/knowledgebase or submit a new ticket. Sometimes you will see a shortened menu of recent items and a link to the Customer Portal under the heading "Popular".
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Clicking the Customer Portal link will bring up the full list of issue types (if they are not displayed already).
Landing Page showing all Request Types
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Finding information on the wiki is relatively fairly easy from the Customer Portal. You may search the wiki using the search box on the landing page, or when you submit a new Jira ticket through the portal, Jira will automatically search the wiki using keywords you entered into the ticket summary. These automatic searches can help customers find information related to the ticket they want to submit, and maybe get the answers to their question before having to submit a ticket.
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From the portal, click on one of the request types to start a new ticket. Make sure always to use the “Raise this request on Behalf of” selector when making a ticket for a customer. Fill out the required fields on the form and click "Create". " Once the ticket has been created, the customer will be able to access it via the Customer Portal.
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Below is an example of the ticket submission form for an "Upgrade Request"."
After the ticket is created, you will see a summary of the request. You can use the links to share the issue with others, turn off notifications , or go back to the Customer Portal.
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How Can I report a Bug?
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How do I request an upgrade?
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How do I request a new feature?
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How can I request Professional Services?
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How do I report an Outage?
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How do I ask a General Question?
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Viewing Helpdesk Tickets
Resolving Requests
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