(2024.2) Using the Customer Portal
- David Engblom
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 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.
Tickets may be submitted via email, or through the portal. However, we strongly encourage using the portal.
Tickets submitted through the portal are automatically routed to the correct groups, resulting in faster issue resolution.
Tickets are submitted by an individual, for the organization.
All tickets are visible on the portal to everyone in the organization.
We recommend setting up a distribution list and limiting portal access to specific users.
You will receive an email when a comment is added to your ticket.
Landing Page
You may access Customer Portal from your browser using the URL help.pcr.com.
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". 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
Searching
Finding information on the wiki is 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.
Submitting a Ticket
From the portal, click on one of the request types to start a new ticket. 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.
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.
The following sections describe how to submit specific issue types.