{"id":4371,"date":"2017-02-27T09:43:29","date_gmt":"2017-02-27T14:43:29","guid":{"rendered":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/?post_type=ht_kb&#038;p=4371"},"modified":"2024-06-02T21:31:00","modified_gmt":"2024-06-03T01:31:00","slug":"how-do-i-use-the-customer-support-portal","status":"publish","type":"ht_kb","link":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/?ht_kb=how-do-i-use-the-customer-support-portal","title":{"rendered":"How do I use the Customer Support Portal?"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\"><span class=\"rt-label rt-prefix\">Est. reading time:<\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>\n<p>Once you&#8217;ve created an account for the <a class=\"external-link\" href=\"https:\/\/otrs.datamotion.com\/otrs\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">DataMotion Customer Support Portal<\/a>, log in using your username and password. With an account, you&#8217;ll be able to generate new tickets as well as manage your open\/closed tickets.<\/p>\n<h2>Logging In<\/h2>\n<ul>\n<li>Log into the <a class=\"external-link\" href=\"https:\/\/otrs.datamotion.com\/otrs\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">DataMotion Customer Support Portal<\/a> with your username and password.<a href=\"\/wp-content\/uploads\/customer_login.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4411 size-full\" src=\"\/wp-content\/uploads\/customer_login.png\" alt=\"\" width=\"767\" height=\"228\" srcset=\"\/wp-content\/uploads\/customer_login.png 767w, \/wp-content\/uploads\/customer_login-300x89.png 300w, \/wp-content\/uploads\/customer_login-50x15.png 50w, \/wp-content\/uploads\/customer_login-60x18.png 60w, \/wp-content\/uploads\/customer_login-35x10.png 35w\" sizes=\"auto, (max-width: 767px) 100vw, 767px\" \/><\/a>\n<p>If you have not yet created an account, please <a href=\"\/?ht_kb=how-do-i-register-for-the-support-portal\">click here<\/a>\u00a0for instructions on how to create one.<\/p>\n<hr \/>\n<\/li>\n<\/ul>\n<h2>Creating a Ticket<\/h2>\n<ul>\n<li>Once you&#8217;ve logged in and reached the Welcome screen, select the &#8220;Tickets&#8221; menu option in the upper left-hand corner.<a href=\"\/wp-content\/uploads\/customer_welcome.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4431 size-full\" src=\"\/wp-content\/uploads\/customer_welcome.png\" alt=\"\" width=\"766\" height=\"242\" srcset=\"\/wp-content\/uploads\/customer_welcome.png 766w, \/wp-content\/uploads\/customer_welcome-300x95.png 300w, \/wp-content\/uploads\/customer_welcome-50x16.png 50w, \/wp-content\/uploads\/customer_welcome-60x19.png 60w, \/wp-content\/uploads\/customer_welcome-35x11.png 35w\" sizes=\"auto, (max-width: 766px) 100vw, 766px\" \/><\/a><br \/>\n<hr \/>\n<\/li>\n<li>From this drop-down menu, select <strong>New Ticket<\/strong><br \/>\n<a href=\"\/wp-content\/uploads\/tickets_dropdown.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4481 size-full\" src=\"\/wp-content\/uploads\/tickets_dropdown.png\" alt=\"\" width=\"767\" height=\"242\" srcset=\"\/wp-content\/uploads\/tickets_dropdown.png 767w, \/wp-content\/uploads\/tickets_dropdown-300x95.png 300w, \/wp-content\/uploads\/tickets_dropdown-50x16.png 50w, \/wp-content\/uploads\/tickets_dropdown-60x19.png 60w, \/wp-content\/uploads\/tickets_dropdown-35x11.png 35w\" sizes=\"auto, (max-width: 767px) 100vw, 767px\" \/><\/a><\/p>\n<hr \/>\n<\/li>\n<li>This will bring up a form to create a new ticket.<a href=\"\/wp-content\/uploads\/ticket_new.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4471 size-full\" src=\"\/wp-content\/uploads\/ticket_new.png\" alt=\"\" width=\"765\" height=\"601\" srcset=\"\/wp-content\/uploads\/ticket_new.png 765w, \/wp-content\/uploads\/ticket_new-300x236.png 300w, \/wp-content\/uploads\/ticket_new-50x39.png 50w, \/wp-content\/uploads\/ticket_new-60x47.png 60w, \/wp-content\/uploads\/ticket_new-35x27.png 35w\" sizes=\"auto, (max-width: 765px) 100vw, 765px\" \/><\/a>\n<ul>\n<li>Enter the title you would like your ticket to have in the <strong>Subject<\/strong> field.<\/li>\n<li>Enter detailed description of the issue that you are having in the <strong>Text<\/strong> field. Please provide as much detail as you can.<\/li>\n<li>Attach any relevant files (such as screen shots, error messages, etc.) by clicking on the <strong>Browse<\/strong> button.<\/li>\n<li>In the <strong>Company<\/strong> field, please enter the full name of your company.<\/li>\n<li>In the <strong>DataMotion Product<\/strong> drop down menu, please select the appropriate product that you are using so that we can best help you.<\/li>\n<li><strong>Note<\/strong>: All fields marked with an asterisk [*] are required. Without these required fields, your ticket will not be submitted<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>After you have submitted a new ticket, you will receive a confirmation email verifying the ticket submission. Your ticket submission will be addressed as soon as a technician reviews it.<\/p>\n<hr \/>\n<h2>Managing Existing Tickets<\/h2>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>If you would like to view past tickets that you have created, whether Open or Closed, select the &#8220;Tickets&#8221; menu option in the upper left-hand corner.<a href=\"\/wp-content\/uploads\/customer_welcome.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4431 size-full\" src=\"\/wp-content\/uploads\/customer_welcome.png\" alt=\"\" width=\"766\" height=\"242\" srcset=\"\/wp-content\/uploads\/customer_welcome.png 766w, \/wp-content\/uploads\/customer_welcome-300x95.png 300w, \/wp-content\/uploads\/customer_welcome-50x16.png 50w, \/wp-content\/uploads\/customer_welcome-60x19.png 60w, \/wp-content\/uploads\/customer_welcome-35x11.png 35w\" sizes=\"auto, (max-width: 766px) 100vw, 766px\" \/><\/a><br \/>\n<hr \/>\n<\/li>\n<li>From this drop-down menu, select <strong>My Tickets<\/strong><a href=\"\/wp-content\/uploads\/mytickets.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4451 size-full\" src=\"\/wp-content\/uploads\/mytickets.png\" alt=\"\" width=\"766\" height=\"242\" srcset=\"\/wp-content\/uploads\/mytickets.png 766w, \/wp-content\/uploads\/mytickets-300x95.png 300w, \/wp-content\/uploads\/mytickets-50x16.png 50w, \/wp-content\/uploads\/mytickets-60x19.png 60w, \/wp-content\/uploads\/mytickets-35x11.png 35w\" sizes=\"auto, (max-width: 766px) 100vw, 766px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<hr \/>\n<ul>\n<li>On this screen, you will be able to see tickets you&#8217;ve submitted, along with the <strong>State<\/strong> (open, closed, etc) and the <strong>Age<\/strong> of the ticket. You can also filter tickets by selecting the <strong>Open<\/strong>, <strong>Closed<\/strong>, or <strong>All<\/strong> option.<a href=\"\/wp-content\/uploads\/manage_tickets.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4441 size-full\" src=\"\/wp-content\/uploads\/manage_tickets.png\" alt=\"\" width=\"767\" height=\"243\" srcset=\"\/wp-content\/uploads\/manage_tickets.png 767w, \/wp-content\/uploads\/manage_tickets-300x95.png 300w, \/wp-content\/uploads\/manage_tickets-50x16.png 50w, \/wp-content\/uploads\/manage_tickets-60x19.png 60w, \/wp-content\/uploads\/manage_tickets-35x11.png 35w\" sizes=\"auto, (max-width: 767px) 100vw, 767px\" \/><\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Once you&#8217;ve created an account for the DataMotion Customer Support Portal, log in using your username and password. With an account, you&#8217;ll be able to generate new tickets as well as manage your open\/closed tickets. Logging In Log into the DataMotion Customer Support Portal with your username and password. If&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"content-type":"","footnotes":""},"ht-kb-category":[231],"ht-kb-tag":[],"class_list":["post-4371","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-support-portal"],"_links":{"self":[{"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=\/wp\/v2\/ht-kb\/4371","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4371"}],"version-history":[{"count":7,"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=\/wp\/v2\/ht-kb\/4371\/revisions"}],"predecessor-version":[{"id":7785,"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=\/wp\/v2\/ht-kb\/4371\/revisions\/7785"}],"wp:attachment":[{"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4371"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=%2Fwp%2Fv2%2Fht-kb-category&post=4371"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/knowlegebase-b5heb6b2esbghgd4.eastus2-01.azurewebsites.net\/index.php?rest_route=%2Fwp%2Fv2%2Fht-kb-tag&post=4371"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}