How to Create a Support Ticket in the Intuilize Customer Portal?

Master the complete process of submitting effective support requests through the Intuilize Customer Portal to ensure fast, accurate assistance from our technical team

The Intuilize Customer Portal provides a streamlined way to submit support requests and track their progress. This comprehensive guide walks you through the process of creating a support ticket to ensure you receive prompt, effective assistance from our support team.

Video Tutorial

Watch our step-by-step video tutorial that demonstrates the entire support ticket creation process.

Accessing the Support Form

1. Log into the Customer Portal - Navigate to your Intuilize Customer Portal and sign in with your credentials
2. Locate Submit Button - Click on the "Submit a Support Request" button located in the top navigation menu
3. Form Access - The support ticket form will appear with several fields for completion

Required Information

Contact Details

• First and Last Name - Your full name for identification
• Email Address - Where you want to receive responses
• Job Title - Your role within the organization
• Company Name - Your organization's name
• Phone Number - For urgent matters requiring immediate contact

Note: If you're logged in, this information may be pre-filled. If submitting on behalf of someone else, enter their contact information instead of yours.

Ticket Information

Subject Line

Provide a brief but descriptive title that summarizes your issue. Examples:

• "Unable to Access Pricing Dashboard"
• "Error When Downloading Inventory Data"
• "Not Receiving Weekly Alerts"

Support Type Selection

Choose the appropriate category from the dropdown menu:

• Alerts Issue - Problems with scheduled alerts or notifications
• Application - Data Related - Data accuracy issues or user management requests
• Application - ETL Related - Data extraction, transformation, or loading problems
• Application - Functionality - Login problems, errors, or permission settings
• Billing Issue - Invoice, payment, or subscription questions
• Cost Strategy - Cost-related configuration assistance
• ERP Integration - Connection issues between Intuilize and your ERP system
• Feature Requests - Suggestions for new capabilities
• General Inquiry - General questions not fitting other categories
• IO&M - Change Request - Inventory optimization model changes
• IO&M - Deployment Issue - Inventory optimization deployment problems
• Other - Issues that don't fit into the categories above 
• PO&M - Change Request - Pricing structure or rule modifications
• PO&M - Deployment Issue - Pricing optimization functionality issues
• Training Request - Additional platform training needs

Detailed Description

In the "Support Description" field, provide comprehensive details including:

• What you were trying to do - Your intended action or goal
• What actually happened - The actual result or error encountered
• Error messages - Exact text of any error messages received
• Timeline - When the issue started occurring
• Impact - Who or what processes are affected
• Troubleshooting steps - Actions you've already taken to resolve the issue

File Attachments

Enhance your support request by attaching relevant files:

• Screenshots - Particularly helpful for error messages
• Reports - Data exports or reports showing the issue
• Data files - Sample files demonstrating the problem
• Documentation - Any relevant configuration or setup information

To attach files:

1. Click the "File Upload" button
2. Select your file from your computer
3. Wait for the upload progress to complete

Review and Submit

Before submitting your ticket:

1. Review all entries - Ensure accuracy and completeness
2. Verify Support Type - Confirm you've selected the correct category
3. Check contact information - Ensure responses will reach the right person
4. Submit - Click the "Submit" button at the bottom of the form

After Submission

Once submitted, you will:

• Receive an email confirmation with your ticket number
• Be able to track ticket status through the "Tickets" section in the portal
• Receive email notifications as updates are made to your ticket

Best Practices

• Be specific - Detailed descriptions lead to faster resolutions
• Include screenshots - Visual information significantly speeds troubleshooting
• Select correct priority - Proper categorization ensures appropriate response times
• Provide context - Include relevant business impact information
• Follow up appropriately - Use the portal to track progress rather than creating duplicate tickets

Need Additional Help?

If you experience issues with the Customer Portal itself or need assistance creating a support ticket, contact our support team directly at support@intuilize.com.