Support platform - how to use

Access to the support platform

URL: https://support.omniaintranet.com/hc/en-us

Support email: support@omniaintranet.com

No user sign-in is required to submit a request directly from the platform or email issues using the support email. 

The first time a user submits a request, an invitation email will be sent automatically. After this, users can sign in and check the status of tickets (see below).

Creating a ticket

When accessing the URL  users will see a “submit request” button:

From here it’s possible to select between two types of tickets:

Service Request 

Is used for any type of question or tasks users wish Omnia Supports help to perform.

Fields to fill out:

• Your email (mandatory)
• Subject (mandatory)
• Description (mandatory)
• Priority (mandatory)
  • In case of High please make sure to give a reason
• Attachment (optional)
  • Can be images, video or files

Please always add as much information to a ticket as possible, to ensure we understand your request and can expedited your request immediately.

Bug 

Is in case users have encountered something that does not work as expected and would like Omnia Supports help to solve it.

Fields to fill out:

• Your email address (mandatory)
• Subject (mandatory)
• Description (mandatory)
• Priority (mandatory)
  • In case of High please make sure to give a reason
• Steps to reproduce (optional)
• Users affected (optional)
• Browser and version (optional)
• Attachment (optional)
  • Can be images, video or files

Please always add as much information to a ticket as possible, to ensure we understand your issue and can expedited your request immediately.

Working with tickets

When a ticket has been created, users will receive this response from support@omniasupport.zendesk.com. 
 
Important information in this email:

A ticket number that can be used to refer to this ticket when you contact us.

A link to where you can comment directly on this ticket.

Sign-in:

Go to https://support.omniaintranet.com/hc/en-us and click “sign in” at the top right:

Fill in email and password:

In case a password has not been received yet, you can click “Forgot Password” and automatically receive a new one.

After signing in, a number of options will be available, most important is “My Activities”:

In “My activities” a list of all the signed in user’s tickets will be displayed:

From here it is possible to access and respond to tickets.

In case a ticket is closed, it is also possible to create a follow-up ticket from here.

Users will only see tickets created by themselves in this view. Tickets created by other users in the same company will be shown in the “Organization”-tab:

Solving a ticket:

When a ticket is solved by Omnia Support, users will receive an email similar to this:

Note: Users can reopen the ticket by replying to it within 7 days. After 7 days of no response from users, the ticket is automatically set to “solved”. After an additional 7 days, the ticket will automatically be closed and cannot be reopened. 

It is instead possible to create a follow-up ticket.