Here at Avanti, we’re fortunate to serve a diverse and engaged community of users who bring to the table different insights and perspectives. This expertise and energy has propelled the innovation of our print MIS and driven us to continually seek ways to improve how we serve our users.
That’s the case with our newly upgraded Support Portal, which allows customers to easily access help when they need it, as well as connect with other users through peer-to-peer learning. Whether you share product pro-tips, discuss industry best practices, or submit product feedback, the Support Portal provides a one-stop forum for all Avanti users.
Here’s a quick overview of the improved and expanded Support Portal:
Customer Support Chat:
Designed specifically to address your quick questions without the formality of opening a support ticket, our new, live customer support chat allows you to instant-message an agent for assistance during business hours.
Support chat is located at the bottom right corner of your screen when you log into your portal. Simply type in your question to initiate a conversation. An Avanti representative will provide you with an immediate response and/or a link to reference resources. If your question is more complex and requires further assistance, we will automatically open a support ticket so your case can be investigated in more detail.
For a step-by-step tutorial on how to chat in for help, check out this video.
Speaking of support tickets, you can now submit, track, and update your tickets from a single interface under the “My Activities” tab in your portal. Here you will see the status of all your tickets, whether they are open and awaiting reply or solved/closed with no further actions needed.
Open tickets may require more information to address the issue or a fix may be in progress. Whatever the case, your representative will request and provide updates as needed. All conversations will be documented and tracked in your ticket for you to reference anytime.
As a best practice, add a subject when completing a support ticket and provide as much detail as possible in your description of the issue, so we can assist you right away. The system will automatically suggest resources as you type the subject of your issue. If those resources don’t provide an answer and you still need to proceed with ticket submission, CC anyone else on your team who needs or wants to stay up to date on the status.
Learn more about submitting and tracking your tickets in this tutorial video.
When you have questions, the Avanti team is not your only source of help. In our new community forum, we provide a place for you to discuss and share product knowledge and best practices with your peers. Avanti users represent a wide breadth of experience and backgrounds, so this is the perfect forum to learn and exchange ideas.
Additionally, on the community page, you have access to our Product Idea Forum, where you can submit product requests and enhancements. Our product team actively monitors this page so be assured your voice is truly heard. We believe the best products are those that we build together, so please share your ideas and feedback.
For an overview on how you can engage in our customer forums, check out this video clip.
Customer Support Documentation:
Finally, the Support Portal offers a library of more than1000 articles and 200 hours of video content for all your self-help needs. We’re constantly updating these resources to bring you the most recent and accurate information. If you find an article you want to reference frequently, be sure to click ‘Follow’ so you can be emailed any time we make updates to the page. We also welcome your feedback in the comment section regarding any information that needs a refresh.
With so many resources and so little time, how do you easily find what you need?? Start with the search function, which filters relevant results and displays suggested articles related to your search. Or, click through the Categories and Articles sections to find your topic of interest. The navigation pathway you take will always be displayed at the top of the page, and at the bottom, we’ll share some related and recently viewed content, because there’s always more to learn.
For a quick guide on how to access and navigate our help resources, take a look at this tutorial video.
We know you will find the Support Portal an incredible tool for finding help and getting the most out of your Slingshot MIS. Access to these features and resources are available to all customers on a full support contract, so check them out today.
Curious to learn more about how we work with and support our customers? Take a look at some of these success stories!
