All You Need To Know For Support Portal Move Octob... - Page 2 - Qlik Community

Katie_Davis · ‎2021-09-30

Hello Qlikkies!

Thank you for your feedback and patience as we ventured to our new Support home on Monday, October 4.

Right now, our agents are experiencing higher than usual support volumes and there may be a delay in our response. Please be sure to review our FAQ's and note the known issues we are actively working on resolving. This is a dynamic document that will continue to be updated with your frequent questions.

Some key resources to note:

Starting Oct. 4, our chatbot will be available on Community for automated answers to common questions, with the ability to escalate to Live Chat agent or create a case. At the bottom of each Support Page, click the blue help bubble.

Case creation will look similar to the previous portal but is now side-by-side with our other Support resources and programs. For a step-by-step guide, please review our How To Create a Case knowledge base article.

You will not be able to view or search other organizations’ cases. Be sure to log in with your business account/Qlik SSO to access the case portal and see your specific active and closed cases. Follow this article to request access to see your organization's cases.

Need help finding us on Community or learning all that Community has to offer? Check out our short Support Overview video. You can also join our webinar October 19 to get to know our Community even better.

Licensing and Download details will remain available on the legacy Support Portal. These links will sit on the top of the Support.Qlik.com home page. You can also navigate to license information by hovering over the Case Portal in our Support Ribbon, highlighted below:

Cases closed prior to our Oct. 4 move will not be visible in your organization’s new Support Case Portal. You can view archived cases in our legacy support portal in read-only mode. If you’d like a download of your historical cases, which will include Product / Subject / Description / Resolution, please submit a case by following these instructions.

We look forward to hearing from you through our various Support channels right here in Qlik Community!

Thanks,

Qlik Global Support

jtompkins · ‎2021-10-05

I would appreciate at least an acknowledgement that they are aware of the issues and that they are being worked on, perhaps a time frame of when they're expected to be resolved.

Katie_Davis · ‎2021-10-05

Hi All,

Thank you again for your questions! We are aware and actively working on the issues raised with our Support Portal launch and logging them here with a status note for everyone's visibility.

As solutions are confirmed, we will share knowledge base articles for those particular items.

I'll also add there will be more detailed videos shared later this month to accompany these articles.

Thanks!

Katie

@jtompkins @Carl_Hunter @fmarvnnt

Katie_Davis · ‎2021-10-05

@alen_valdes_201 License details did not move with Support to Qlik Community, and can be found here, linked at the top of the page.

Hope this helps!

+ @ljrhuisman

Katie_Davis · ‎2021-10-05

Hi @AlexOmetis

We're looking into all 3 of these items and will follow up shortly, thank you for the feedback.

More to come,

Katie

Katie_Davis · ‎2021-10-05

Hi All,

Sharing across to this thread our Knowledge Base article showing how you can get the permissions/access needed to view your organizations cases that have been created by other users:

How To View Other User Cases Within Your Organizat... - Qlik Community - 1842500

Thanks!

Qlik Digital Support

@jtomkins @fmarvnnt @AlexOmetis @eltonpereira @Carl_Hunter

LeonardoHorsa · ‎2021-10-07

Hi @Katie_Davis , in addition to the points indicated below:

- Not being able to view cases from others in organization

- Not receiving email notifications when a case is updated

- Not being able to view comment history on cases

We are not able to see well the screen using internet explorer, with Firefox it is ok

Katie_Davis · ‎2021-10-07

Hi @LeonardoHorsa ,

Hoping this can address some of your concerns:

1. Viewing cases from others in your organization is a permissions setting. You can request access by following this process. It's a step needed for security.

2. Email notifications have often been going to customers' spam/junk folders. Kindly check your inboxes for a notification from noreply@qlik.com

3. If you need further context on your open & migrated case, the Support agent on the case should be able to share those details with you.

Thank you for the browser note! We will take that information back for Ux enhancements.

Katie_Davis · ‎2021-10-13

Hello everyone!

We have re-opened the legacy case portal in read-only mode so you can view your archived cases. More details here.

Thanks,

Katie

All You Need To Know For Support Portal Move October 4