Overview of Client Support

Both during and after your implementation phase, Solid will be there to support you and and address any issues that may arise. Here's an overview of how our support is structured.

  • Your organization will be responsible for the end user support of your product. General questions, bugs and feature requests, and simple fixes that can be done in your Solid Dashboard will be handled directly by your support team.
  • If an issue arrises that requires assistance from the Solid team, you can submit a Help Desk ticket.
    1. Log into your Solid Dashboard
    2. Navigate to Help > Help Desk
    3. Click the New Ticket button
    4. Select a Type and Priority. More info: Help Desk Ticketing Guide
    5. Enter a Subject and Description for your issue.
    6. Attach any helpful screenshots or documents, and Submit.
  • The Solid support team will route tickets to the appropriate team member. The assignee of the ticket will reach out to the ticket reporter to work through the issue and remain the owner of the ticket until we resolve the issue.
  • You can review your Help Desk tickets in the same location in the Dashboard: Help > Help Desk

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