Public Site: Request Support

Customer Support Portal

The public site is the support portal for your B Series Appliance, where your customers go to request a support session or join a presentation. On this page, your customer can initiate a session by clicking a representative’s name, submitting a session key, or filling out an Issue Submission form. Your customer can also join a presentation by clicking on a presentation link or submitting a session key.

 

Customer Support Portal - Portal Login

A customer can access the public support portal using the URL provided by a representative. If SAML authentication is configured and enabled for the public site, the customer is presented with the Portal Login window. The customer must click Login and then provide credentials to authenticate with the identity provider.

 

Authenticated Support Portal page showing customer name and email auto-poputated

The customer is then taken to the support portal page where they can submit their request for support. The customer's name and any custom fields that are configured, such as email, are automatically populated and are not editable.

 

Check mark next to customer's name in rep console to indicate user is public portal authenticated

A green check mark is displayed next to the customer's name in the representative console chat window to indicate the user is public portal authenticated.

 

For more information, please see SAML for Single Sign-On Authentication.

If real-time chat translation is enabled, customers can chat with a representative in their own language. As an example, a customer whose main language is English could chat with a representative who speaks only Dutch, with the chat traffic being automatically translated in real time.

For more information on real-time chat translation, please see Real-time Chat Translation.

If the issue submission survey is enabled, your customer will be asked to select either a representative name or a specific type of issue, depending upon the settings your administrator has put in place. Your customer can also enter their name, company name, and a description of the problem. Your administrator optionally might include a Company Code field to help with issue tracking.

Based on the method of session initiation, your customer will be placed either in the selected representative’s support queue or in the support queue for the team assigned to handle the selected issue, or your customer will join the specified presentation.

For your Apple iOS device customers, your iOS-configured support portal is a secure repository of public and private profiles you uploaded in the /login interface. Private profiles are only accessible if the representative has generated an iOS access key.

If any customer notices are active for this site, they will be displayed in the Important Message section. Notices can alert customers to broadly impacting IT outages for which no support may be needed at this time, thereby eliminating the need for the customer to join a support session unnecessarily.

If a schedule is set for this public site and the current time is outside of the scheduled business hours, session start methods other than session keys are removed from the site, and a portal closed message displays.