PROSTEP now offers its customers a more direct access to even more efficient support. Users who have questions about how to use certain functions, who want to submit suggestions for improvements, or who would like to report a bug can now create their own tickets in the PROSTEP Support Portal, add comments, upload attachments or seamlessly trace the status of their requests.
PROSTEP’s service hotline will remain available for the time being, but it is now getting some serious competition. The new PROSTEP Support Portal was created with the aim of processing customer requests more efficiently. It is available to customers 24/7. It is where administrators can create new tickets and monitor the status of their requests.
The portal uses certain mandatory fields to request information that enables us to allocate and process the tickets more efficiently and avoid unnecessary questions. And should our support staff have any questions, communication with the relevant customer employee via the portal is much more direct. All this allows us to process tickets faster, even if the response times agreed in the service level agreements remain the same in the portal.
The new support portal provides advantages to both our customers and to us. We can process requests faster, and the customer’s staff can seamlessly trace the status of their tickets and their history. At the customer’s request, the tickets submitted by all of the customer’s employees can be displayed together, thus ensuring maximum transparency and traceability of support cases.
To utilize the advantages of the new portal as soon as possible, register now at https://prostep.atlassian.net/servicedesk/customer/portal/8
Access to the portal is free of charge for PROSTEP customers and is well worth their while. We will continue to expand the new support portal to provide our customers with information such as manuals, tutorials, and tips and tricks.
We hope that you like it and look forward to hearing what you have to say.
By Nadi Sönmez