Commsplus Support- New Knowledgebase and Ticketing Portal

User Manual

Introduction Welcome to our knowledge base and ticketing site user manual. This manual will guide you through the process of using our knowledge base and ticketing site to resolve any issues or questions you may have.

Accessing the Knowledge Base To access the knowledge base, simply visit https://commsplus.zohodesk.com.au. You must login to the Support Portal, using the same login as your PRC SSO login. If you access via links on PRC, you may be automatically logged in.

Once logged in, you will be able to view all articles and access ticketing.

You can browse articles by category by selecting Knowledge Base in top menu, or search by keyword using the search bar at the top of the page. The knowledge base contains articles and guides that provide answers to common questions and issues.

Submitting a Ticket If you can't find what you're looking for in the knowledge base, you can submit a ticket through our ticketing system. To submit a ticket, log in to the ticketing site using your email address and password. Once you're logged in, click the "Submit Ticket" button, found at bottom of home page, or the “My Area” page, and fill out the form with as much detail as possible about your issue. This will help us resolve your issue quickly and efficiently.

As you fill out the submit ticket form. Articles that may relate to you issue will appear in the related articles, left hand menu.

Tracking Your Ticket Once you've submitted a ticket, you can track its status through the ticketing system. You'll receive email updates as the status of your ticket changes, and you can also log in to the ticketing site to view the status of all your tickets in the “My Area” page. If you have any additional information or questions about your ticket, you can communicate with our support team through the ticketing system.

Best Practices To get the most out of our knowledge base and ticketing site, we recommend following these best practices:

1. Search the knowledge base first: Before submitting a ticket, search the knowledge base to see if your question or issue has already been addressed.
2. Provide as much detail as possible: When submitting a ticket, provide as much detail as possible about your issue. This will help our support team resolve your issue quickly and efficiently.
3. Communicate through the ticketing system: If you have any additional information or questions about your ticket, communicate through the ticketing system. This will ensure that all communication is tracked and documented.

Conclusion We hope this user manual has been helpful in guiding you through the process of using our knowledge base and ticketing site. If you have any additional questions or concerns, please don't hesitate to reach out to our support team.

Best Regards

Colin McKenzie

Product Support Team