Customer Support Portal Guide

GENERAL INFORMATION

As Sestek, We have a customer support portal to manage your requests in fast and interactive manner. If you are not registered, you need to visit

https://support.sestek.com/en-US/SignIn?ReturnUrl=%2Ftr-TR%2Fsupport%2Fcreate-ticket%2F to register.

REGISTRATION

• On the sign-in page, click on the “Register” tab.
• Fill out the required fields in the form and click the “Submit” tab.
• You will see a message that says “Your registration has been received. You can complete your registration from the link that was sent to the e-mail address you provided.” The email will also include your username and password. By using this information, you can sign in the portal.
• To submit a request, you need your account to be approved by Sestek Support Team. Once your account has been approved by Sestek, you can submit a support request and manage your existing requests.

RESET PASSWORD

• If you want to login to the Sestek Customer Support Portal but you do not remember your password, click on the “Forgot your password?” button.
• Enter your email address and click on the “Send” button.
• Check your email to reset your password.

CREATING NEW SUPPORT REQUESTS

• Click on “New Request” button on “My Support” page.
• Fill out the “New Ticket” form and click “Submit”.
• Some points to be considered when opening a new request on the portal are as follows.
1. The service request type must be selected.
Problem: This category should be selected in cases where you qualify it as a problem as a result of your investigations on product or integration/integrations. Along with the problem description, log, document, screenshot, etc. regarding your examinations. you are expected to pass on resources.

Question: If you have questions about the product or any process, this category should be selected.
For example, "What is the new version release date of the product? " or " How can I use X menu to create daily reports?"

New Request: Integration, update, etc. required for the product or outside the current project scope. In cases where this category should be selected.
For example, Upgrade request to latest version of the product or LDAP integration request to customer environment.

2. You must choose the entitlement.
If the project is on live, you can select the customer. Otherwise, if the project is not on live, you must select the partner entitlement and the related project.

• You will receive a notification when your request is submitted. The system will also inform you when Sestek starts to work on your request and when your request is resolved. You can add comments or send notes to the Sestek team using the portal.

FOLLOWING UP EXISTING REQUESTS

• You can see a list of your existing support requests on “My Support” page. Click on the “Ticket Number” link for details.
• You can see the request details on the page that opens.
• If you need to add additional information to a request or ask a question about it, you can fill out the form after you click on “Add Comment” link.
• Comments cannot be added to requests that have passed 3 months after the closing period. You can create a new request on the subject.
• You can close a request using the “Close Ticket” button.

DOCUMENT FIELD

• You can access product documents from “My Documents field.”
• Click on the product title you are interested in.
• You can get information on Sales&Presales / Technical / Training processes. Choose the tab you are interested in and click on the document link you would like to download.

KNOWLEDGE BASE FIELD

• Click on the “Knowledge Base” field at the top. Choose the product family you are interested in.
• By using the provided links, you can get information about our solutions. If you cannot find the information you are looking for, please submit a request by logging in to the Sestek Customer Request Management Portal.

CONTACT

http://www.sestek.com/contact-us/
https://support.sestek.com/