New Profitroom support portal

New Profitroom support portal

11 September 2019Olga Gajewska

In order to improve the convenience of our customers, we are giving you a new online support portal. See how to quickly create an account and what you will gain using the new system.

 

 

 

How to log into the portal?

Service-desk for customers is currently available from two locations – through the customer portal at https://support.profitroom.com/portal/signin and through the widget in Profitroom Suite located in the lower right corner of the screen. Just search for a question mark there. It’s a temporary place for the widget which will change its position and appearance within a month time. We will inform you about it in a separate post.

Both methods will lead you to a single system and a single information database, so you don’t have to wonder which one to use. All entries created from your account – regardless of whether you use the widget or online portal, will go to the same place and you will be able to track their progress on the portal.

The benefits of using the portal

If you’re used to e-mails and phone calls so far, then you will certainly appreciate the list of features the portal has to offer, which beat the current communication methods.

 

First and foremost – the portal allows you to view all current and historical support requests and use the knowledge base, which is and will be systematically expanded with new instructions.

 

You can easily track the status of your application and view the list of previously submitted queries. It will help you check not only your previous entries but also to view the entries of all users associated with your property. So if you want to know exactly what questions your colleagues have – the new portal is a place where you can search for this information.

 

To make your work with the new system even easier, we have equipped it with intelligent suggestions which will help you find a solution at the time of creating a ticket. All you have to do is select the product your ticket concerns, enter the subject and start describing the problem. If the words you use are included in our instructions, you will receive hints in the form of links to the documents.

The instructions are available in three languages and can be easily found without logging a ticket. Just use the Help Center option and search for a specific phrase.

The widget is available in Profitroom Suite from all tabs and for all users.

How to create an account?

If you are already our customer, create an account via https://support.profitroom.com/portal/signin using the Sign Up option and filling in all fields.

The system will guide you through the account creation process and within a minute you will be able to log tickets via the online portal. The system will automatically recognize your email address and associate it with your property. The same will happen with all accounts created by your co-workers whose email addresses are present in our database.

How to use the portal?

First of all, you have to log in to it. Don’t worry if you forget your password – the system offers functionality to change it. All you have to do is use the Forgot Password option on the right.

After logging into the portal, you have access to your requests in the My Area section.

It is also the right place to create a new ticket. All you have to do is use the Add Ticket option.

 

In the Knowledge Base section, you will find current documents that you can use on a regular basis. You will find there answers to basic questions and many other step-by-step instructions. It is worth taking a look there before you create a new ticket – it’s possible that you’ll find the answer to your question within a minute!

What’s coming next?

In addition to the aforementioned change in the appearance and location of the widget in the Profitroom Suite, we are also preparing new tools for you. One of them is the Community (Profitroom online discussion portal) – where you can exchange knowledge. The other is an online chat with our consultants, which will eventually replace the need for telephone contact in most cases. We will inform you about the new additions when they are ready.