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In the Support Tracker, Clients can track their submissions (Incidents/Tickets), follow-up, and view statuses and comments. It also allows you access to the Knowledge page, where many firms discuss and share Tips and Best Practices advice from current Admin Users.
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Please review these instructions for properly submitting a support ticket: https://smartadvocate.atlassian.net/wiki/x/HYAUeQ |
SmartAdvocate Support Tracker Process and Requirements:
All inquiries and requests must be submitted via the SmartAdvocate Support Tracker. For a Firm to submit an Incident/Request, the Firm’s SmartAdvocate Administrator(s) must have an account. Pursuant to our SmartAdvocate License Agreement, ONLY USERS WHO HAVE COMPLETED SMARTADVOCATE'S ADMINISTRATIVE TRAINING PROGRAM WILL BE PERMITTED TO USE THE SMARTADVOCATE TEAM SUPPORT TRACKER
How Admin User(s) Accounts are Set-Up in the Support Tracker:
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a. If your Firm has one (1) Admin, you must provide that user’s name and email address to SmartAdvocate. That user will be added to the Support Tracker and he/she will receive an email notification to complete the setup of their Team Support account, including instructions on how to create a Username and Password to enable access to the site.
SmartAdvocate USERS MUST BE INSTRUCTED TO SUBMIT ALL ISSUES/QUESTIONS/INCIDENTS TO THE FIRMS SmartAdvocate ADMIN. IF THE ADMIN IS NOT ABLE TO RESOLVE THE ISSUE/QUESTION/INCIDENTS, THEN THE ADMIN WILL ESCALATE IT TO THE SmartAdvocate TEAM SUPPORT TRACKER SYSTEM : SmartAdvocate.na4.teamsupport.com
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b. If you have Multiple Admins, SmartAdvocate recommends that your IT professional establish a distribution list email address (i.e.: sasupporttracker@yourlawfirm.com, or something similar). This distribution list should include all SmartAdvocate admins at your firm for whom a Support Tracker account has been or will be activated. SmartAdvocate must be provided with that email address, together with the respective names and email addresses of the individual users who are part of the Distribution List email. At that time SmartAdvocate will create the Support Tracker account, and an email will be sent to the distribution list to complete the setup of their Support account by creating their Username and Password.
c. It is mandatory that the Firm advise ALL users that all support issues/questions/Incidents must initially be sent to the SmartAdvocate Admin(s). Only the SmartAdvocate Admin(s) will have the authority to submit support issues/questions/Incidents to our Support Team through the Team Support Tracker. Any requests received directly from individual users will be sent to the Admin(s) for review. Because the resolution of support issues may require the alteration of admin settings, all Admins who have authority to submit support requests through Support Tracker must also be authorized by your Firm to make configuration changes and modifications to SmartAdvocate.
Neither Users nor Admins may submit any issues/questions/Incidents directly to a SmartAdvocate Staff member or a Developer’s email. All Incident/Tickets MUST be submitted through the Team Support Tracker: SmartAdvocate.na4.teamsupport.com.
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In the event your firm wishes to add/replace an Admin User to the Support Tracker, the new Admin User must first complete the “SmartAdvocate Administrative Training Program”. Completion of the on-line monthly Admin Webinar will satisfy this requirement. In addition, Support must be advised if a new Admin is being added and/or if an existing Admin is being replaced. Upon receipt of this information, the Support Tracker account will be edited with the changes requested. It is the Firm’s responsibility to maintain and update the distribution list email address as necessary so that it, at all times, includes all current SmartAdvocate admins.
Submitting an Incident/Ticket to the SmartAdvocate Team Support Tracker:
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