• Understanding ticket severity
• Creating support tickets
• Viewing support tickets
• Sharing support tickets
• Responding to support tickets

Understanding ticket severity

Before submitting a support ticket, we encourage you to familiarize yourself with our severity levels. By understanding these levels, you can help us allocate our resources effectively and ensure that critical issues are addressed promptly.

Your accurate classification of your ticket plays a crucial role in maintaining a high level of service for all our customers. Please carefully consider the following priority levels when submitting your tickets:

Our support team adheres to the response timeframes outlined in our support policy. However, we always strive to exceed expectations by responding to your inquiries as quickly as possible whenever possible.

Creating support tickets

There are two ways to log a support ticket:

1. Email: Send an email to our support address: support@cloverdx.com.

• When logging a ticket through email, the default ticket priority is set to Normal. You can log a ticket with High priority by marking your email with the High Importance flag.  

2. Customer Portal:

• Use the Submit a new ticket link in the Support section on our Customer Portal to access the full ticket form, or this direct link. You can create a ticket while logged in or out, but we recommend logging in for the following benefits:
  • • Sharing your tickets with other team members. See Sharing tickets below for more information. 
    • Ensuring that you are using the correct email address to log the ticket. See Important notes below for more information. 
    • Logging of Urgent tickets (Enhanced Support level customers only). See Important notes below for more information. 
• Alternatively, click the orange Submit a Ticket button found on most pages within the portal to use a simplified ticket form. 

Benefits of logging tickets through the Customer Portal:

• When using the full ticket form, you can set ticket severity (Normal or High for Standard and Plus customers, Urgent for Enhanced customers).
• Attaching files up to 50MB.

Important notes:

• Email address: Your email address is essential for linking your ticket to your company record and assigning the appropriate support level. Ensure you use the correct business email address (including the correct domain) when emailing us or logging in to the Customer Portal. If you need to change your email address, contact your administrator or CloverDX support.
• Account reassignment: If you created your account through a request for trial or created a new account through the Customer Portal, you might need to be reassigned to your company's record. Contact your administrator to request this change.
• Urgent tickets: Urgent tickets are only available for customers with Enhanced Support plans. You can log Urgent tickets within the Customer Portal after logging in by selecting the Urgent toggle when creating the ticket. Urgent tickets cannot be created via email.

Viewing support tickets

When a ticket is successfully submitted, you will receive an email notification informing confirming that the Support team has received your ticket.

To review all logged support tickets associated with your email address, visit the My Tickets page. You can access this page by clicking List all tickets on the main page in the Support section, or List support tickets at the bottom of any page in the Customer Portal. Alternatively, use this direct link. You must be logged in to access the ticket list. 

Note: When creating a new ticket, it might take a minute for the ticket to appear in the ticket list. 

The My Tickets page includes three sections:

• My Tickets: Tickets you logged under your email address.
• Tickets I'm CC'd on: Tickets involving you even though you weren't the one who logged them.
• Organization tickets: (Administrators only) This section shows all tickets for your company.

Ticket status

Tickets can have the following statuses:

• Open: Newly created tickets or those awaiting a response from the Support team.
• Awaiting your reply: CloverDX Support is waiting for your input or additional information.
• Solved: This ticket has been resolved, and no further action is required.

You can use the Status filter above the Status column to view tickets based on their current state.

Sharing support tickets

By default, only you can see your tickets. To share a ticket with others:

• CC them in an email: When emailing a support request, include the email addresses of the team members you want to share the ticket with.
• Use the CC field in the portal: If you're creating a ticket within the Customer Portal, enter the email addresses of the team members in the CC field. You can add multiple email addresses by entering each one individually. A new CC field will appear after you fill in the first one. Note that you can add additional email addresses only when you are signed in.

Note: When you CC someone on a ticket, they will receive email notifications with updates. Administrators can see all tickets under Organization tickets" but if they are not CC'd, they will not receive notifications.

You can see all the team members that you shared your ticket with in the ticket detail on the right side in the ticket detail. 

Responding to support tickets

You can reply to tickets in two ways:

1. Email: Simply reply to the ticket email chain. You can also add additional users by cc'ing them. 

2. Customer Portal Log in to the Customer Portal and and locate the ticket in the appropriate section (My Tickets, Tickets I'm CC'd on, or Organization Tickets).  You can also use the direct link provided in each email from the Support team. Click on the ticket to open it in edit mode.

Type your reply in the designated area at the bottom of the ticket.