Welcome to Intrinsiq with another article of our series 'How It Works'! In this article, we will discuss an updated feature of our system, 'New Support Request Panel'. The support request panel allows users to submit queries or issues directly to the support team. It tracks the status of each request, providing updates and resolutions.

The Old Support Panel:

In the old support panel, clients would email the support centre when they had a problem. The support manager would then reply with several questions, asking for details like screenshots, error messages, and error numbers. Our customer care team can only take the necessary action to resolve issues after receiving all the relevant information. This process was time-consuming and often delayed resolving the client's issue, as it required multiple back-and-forth emails before the support team could start working on the problem.

The New Support Request Panel – Steps

Step 1 - Open the Support Request Panel:

Click on the question mark icon at your screen's bottom right. From the menu, choose the Support Request option.

Step 2 - Choose Your Support Category:

Something isn't working: Report technical issues or bugs.

I don't know how to do something: Select a category that fits your query. Find assistance with using features or completing tasks.

I need to make a change: Ask for changes or updates to your data or settings from the listed categories or select the ‘other’ option.

Step 3 - Provide Details: 

Upload a Screenshot: Take a complete, uncropped screenshot and upload it to help us better understand your issue.

Subject/Title: Give your issue a brief subject or title.

Description: Describe your issue clearly in the provided text area.

Error Code: If relevant, include any error codes you came across.

Step 4 - Impact Assessment:

Answer two questions to help us prioritise your request:

"If your fault is not answered today, will it affect the student experience?"(Yes/No).

"Are other departments affected by this issue?" (Yes/No).

Step 5 - Submit Your Request:

Click the "Submit" button to send your support request straight to our team.

Benefits

Faster and Easier Help

The new Support Request Panel makes it quicker and simpler to get help. You can report issues directly without waiting for email responses, speeding up the support process.

Clear and Detailed Reporting

You can provide all necessary details in one go, including screenshots, a brief title, and a clear description of your issue. This helps our support team understand your problem better and resolve it more efficiently.

Prioritised Issue Handling

By answering two key questions about the impact of your issue, the support team can prioritise your request based on its urgency and effect on the student experience and other departments.

Direct Submission

You can submit your support request directly through the panel, ensuring it goes straight to our team without delay.

Intrinsiq is committed to looking after its clients by continually improving our systems for a better experience. We focus on delivering high-quality support and solutions, addressing needs quickly and effectively. Our ongoing development shows our dedication to providing excellent service and keeping our clients happy.

How it Works – New Support Request Panel