You're here, but why use the portal?

Modified on Tue, 21 May at 3:19 PM

 W E L C O M E  to the K 3 
S U P P O R T  P O R T A L 

We're glad you're here :-) but just in case you're not sure, the portal is the best way to log and review all of your tickets because....

  1. Your ticket will be dealt with faster! 

    > You can let us know instantly what the category, urgency and impact of your request is. Any P1s logged via the portal (P1 means that you can't trade at all from a physical or online location) are immediately alerted to all support team members.

    > Tickets from email default to low priority; they have to wait for an agent to read, categorise, and assess their view of the impact and urgency. Use the portal for urgent issues.

    ?? Phone calls are quicker aren't they ?? Phone us only when something is stopping you trading i.e. is high impact and urgency = P1. If you phone for lower priority things, you may be blocking people who have a genuine emergency.
  2. The portal can suggest solutions from our knowledge base for speedier resolution to common questions and issues.

  3. See the latest updates on one or all tickets all in one place.

    > We can also enable access to see all tickets for your whole company, not just your own tickets (raise a Service Request/Access Request ticket for this).

  4. You can see what to expect from Support (when logged into the portal) including the Service Level Agreement (SLA).

  5. Check if a ticket is being worked on by K3, or if it's waiting for you, the customer to respond.

  6. Some information can only be seen on the portal (it can't be sent via email). You can see if we met the First Response SLA, what the Target Resolution Date is, and for resolved tickets, you can look at the Resolution Summary, and if we met the Target Resolution SLA. See what can you see on the portal? (when logged into the portal) for more information

  7. Some product documentation is integrated which will be suggested to you if relevant.

  8. Release notes for some products are available.

The portal content and functionality is only available once you are logged in. 
When logged in, the portal knows what product(s) your company has purchased from us, so you will only see relevant content

If you haven't already, please register to use the portal (see How to register to use the portal)

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