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Summary
This article details how to you can contact LogiSense support as well as how to use the LogiSense Help Center. The Help Center allows you to open and view tickets related to LogiSense billing software or for general technical support inquiries.
Methods to Contact LogiSense Support / Open a Ticket
LogiSense Support | email: support@logisense.com | |
web: Live Support
phone (Canada): 1-519-249- |
0508 | phone (USA): 1-917-410-3584 |
Help Center - allows tickets to be created and viewed as needed. For more information on using the Help Center see the sections below
Email - support@logisense.com
- chat live with a support representative. This is great for quick questions and we will generate a ticket for ongoing discussion as well
Phone - (Canada): 1-519-249-0508 (USA): 1-917-410-3584
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On the homepage of the Help Center select on the version of EngageIP you have deployed (EngageIP or LogiSense Billing)
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Next, select the type of ticket you wish to create. If you have a suggestion/ feature request select
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'Suggest Improvements', if you have a Billing question select: 'Billing and Invoicing', etc.
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Finally, fill in all the support request fields and be as descriptive as possible
Summaries should be five or more words which effectively describe the question or issue in a sentence. E.g. 'billing process with delivery is not sending invoices out' or 'DID 123456789 is in the exceptions report, how do I re-rate it?'
Attach images and file to help describe the issue
Ensure the Customer Problem Statement contains all the relevant details, for instance:
what accounts are impacted by the issue
if an issue/error was encountered what page is the error encountered on. What is the exact error message (if any)
what server did the issue occur on (test server, dev server, production server)
what are the steps to reproduce the error
what was the expected behavior
what is the urgency of the issue (e.g. is the issue affecting your ability to execute a bill run or is it an issue that only impacts system administrators
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When the details have been populated click Send. A member of the Customer Care team will be in contact with you as soon as possible
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From here the ticket can be viewed or updated as needed
Viewing Existing Support Requests
To view existing tickets, click on Requests in the top right corner of the screen and then select All or Created by me
Your support ticket list will look something like the below. By clicking on the reference link (Example SUP-361), you'll be able to review all associated comments, status updates and add detail and files to the ticket as needed
Note: You can also search within your tickets by entering text in the first field called 'Request contains' or filter further by using the drop down menus across the top.
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