How do I create an account on the Customer Support Portal?
Register an account with our new Support Portal at portal.telavox.com/tickets:
- Click “Register Here”.
- Enter your work email.
- Create a password.
You will receive a verification email to approve your account. Once you have completed registration, you will be able to submit your first support ticket.
How do I submit a ticket?
Log onto the portal using the username and password you just created, and then click Create Ticket in the top right corner to submit your first ticket.
Complete the form to give Telavox a clear understanding of the issues you are experiencing. Once the ticket has been submitted, you can find it on your dashboard by clicking View all Tickets.
The ticket dashboard will show all of the tickets created in the Customer Support Portal and tickets that have been created by emailing the proper Telavox support email (Telavox Support FAQ).
How do I communicate with the tickets?
You have two options when it comes to communicating with Telavox about your tickets. You can respond within the portal OR you can respond via email. You will receive email notifications when there is an update to your ticket and you can simply reply to that email.
How do I reopen a closed ticket?
In a situation where the ticket was closed prematurely, simply respond to the most recent email that you have about your ticket with Telavox. The response will automatically reopen the ticket and notify your Telavox agent.
How do we view a ticket overview in the Support Portal?
If you want a company overview of your tickets, you will need to take a few additional steps:
- Create ONE generic account for your company within the Customer Support Portal that will collect the tickets submitted by all of your agents. Log out of the account you just created and go back to the main log-in screen. Click Register Here and create the generic account. We suggest using a shared email address, such as support_team@company.com. Once you have approved the verification email, you can move to the next step.
- When submitting tickets, each individual agent will need to manually input the generic email address in the additional ticket viewer field.
- Finally, when you are ready to review all of the tickets submitted by each agent, simply logout of your current account, and log-in using the credentials for the generic email account that you created. If this dashboard view, you will be able to see all of the tickets submitted by your agents.
How do I reassign tickets?
In order to assign the support tickets to a co-worker or colleague, you will need to contact your Telavox contact with the user who needs to be assigned to the ticket.
How do I view all of my old tickets?
You will still have access to view all of your previously submitted tickets in Ticketing in the Admin portal.