Thentia’s Support Portal

Welcome to the Thentia Support Portal! This article will guide you through everything you need to know to use the portal, including how to log in, submit requests, view your tickets and understand ticket statuses.

To ensure you receive the fastest help after launching, please submit all new requests directly through the support portal. It’s also important to keep tickets updated with any relevant updates, questions, or comments, as this allows us to resolve your tickets more efficiently. Using the support portal helps us track and respond to your requests in the most effective way possible.

Setting up your account

When invited to the portal, you’ll receive an email from Thentia. Follow the instructions in the email to set up your password. Once your account is created, you’re ready to log in and start managing your support requests.

How to Log In

1. Go to https://support.zendesk.com.
2. Log in using your email address and the password you set up

Submitting a Ticket

1. Login and click Submit a Request in the top right corner

2. Before submitting your request, review the guidelines regarding Personally Identifiable Information (PII). Only include essential PII, such as:

   • Email address
   • Full name
   • Physical address

   Do not include sensitive PII like financial information, medical information, SSNs, birth dates, or biometric data (e.g., fingerprints, photos).

3. Choose the Request Type: Select the appropriate request type from the dropdown menu. Typically, you would select Customer Support Request unless directed otherwise.

4. Add CCs if you want others to be notified about this request

5. Provide a Brief Description

   • Summarize the issue or request. This helps our support team understand the nature of your request at a glance

6. Add Detailed Information

   • Provide a comprehensive description of your issue or request. The more details you include, the better equipped our team will be to help you. This can reduce the need for follow-up questions and speed up resolution.

7. Attach Files (Optional)

   If you have any relevant files (such as screenshots, logs, or documents), you can upload them in the Attachments section. Simply drag and drop files or click Add file to upload.

8. Submit the Request

What to Expect After Submitting a Request

• You’ll receive an automated email confirming that your request has been received.
• Our support team will review your submission and respond through the support portal. When a response from Support is sent, you’ll receive an email notification.
• Our support team may need additional information to investigate and resolve your issue. If we ask follow-up questions, you’ll receive an email notification, but please respond directly through the support portal to ensure all communication is properly tracked and streamlined.
• You’ll be able to see the Status of your ticket update in real time as our Support team works on it. For more details, see the explanation of Ticket Statuses below.

Service Level Agreements (SLAs)

How do I escalate a ticket?

If your issue meets the criteria for escalation, for example, an urgent or high-priority situation impacting regulatory deadlines or system availability, our team is automatically notified when these tickets are submitted through the portal. 

However, if you believe additional attention is required or you haven't received a timely update, you can manually escalate the ticket by replying directly to your existing ticket and copying jackie.siemon@thentia.com & your Customer Success Manager in your response. This will ensure the appropriate team members are alerted promptly and can prioritize your issue accordingly.

Viewing and Managing Your Tickets

1. Click the icon in the top-right corner of the portal.
2. Select "My Activities" from the dropdown menu.
3. From here, you can:
   • View all your submitted tickets
   • Check their statuses
   • Respond directly to your ticket

Understanding Ticket Statuses

• Open: The ticket is currently with our internal team at Thentia
  • Support and/or Development is working on your request and we will provide an update as soon as possible.
• Awaiting your response: We’re waiting for your response or more information from you.
  • An automatic reminder email will be sent if we do not receive a response after 3 business days.
  • The ticket will be automatically Solved if we do not receive a response after 9 business days.
• Solved: Your request is resolved and no further action is needed

Marking a Request as Solved

If your issue has been resolved, you can mark the request as solved on your end by checking the "Please consider this request solved" box before submitting your response. This will close the ticket and indicate to our team that no further action is needed.

When a request is solved, you’ll see the status update automatically on the ticket. You’ll also receive a follow-up email asking for your feedback on the customer support experience you received. Your feedback is invaluable as we continuously strive to enhance our support

How to Add a Staff Member to the Support Portal

To add a new staff member with access to submit and view tickets in the support portal, please submit a request including their name and email address. Thentia’s support team will handle the setup and provide them with the necessary access.