LogiSense Customer Support and Help Center

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

• 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

• Phone - (Canada): 1-519-249-0508 (USA): 1-917-410-3584

Using the Help Center

To access the Help Center, navigate here: https://logisense.atlassian.net/servicedesk/customer/portals.

Creating a New Support Request

1. On the homepage of the Help Center select on the version of EngageIP you have deployed (EngageIP or LogiSense Billing)
   
   

   Open

   

    

2. Next, select the type of ticket you wish to create. If you have a suggestion/ feature request select 'Suggest Improvements', if you have a Billing question select: 'Billing and Invoicing', etc.
   
   

   Open

   

    

3. 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

4. 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

5. From here the ticket can be viewed or updated as needed

Viewing Existing Support Requests

1. To view existing tickets, click on Requests in the top right corner of the screen and then select All or Created by me

2. 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.

Editing your Tickets

By clicking on the Reference as shown in the above image you can edit your existing ticket. Editing includes the ability to:

• add a comment

• add files or media

• add or remove email contacts from the ticket (share the issue with others)

• turn email notifications on or off for the ticket

• view the current status and latest remarks on the ticket

To share the ticket with more colleagues, click the '+Share' link on the right side of the screen when editing a ticket, then paste in an email address to share it.