Planview Customer Care for Innotas
New Ticketing Platform on June 17th, 2017!
Dear Valued Planview Customer –
In an effort to improve the Customer Care services provided to our Planview Innotas customers around the world, we will be migrating our current ticketing system from Community to Parature by Microsoft over the weekend of June 17th, 2017. This platform allows us to more seamlessly integrate with Development, Cloud Operations, Tier 3 and Consulting Services in order to better serve you. Additionally, the Parature user interface is very user-friendly and allows you to more effectively and efficiently engage Customer Care and review historical tickets.
During Phase 1 of this transition, you will need to leverage user credentials (email address and provided password) to access the new Customer Care portal. We will be providing you with your password via a separate email prior to the cutover. We will be working to implement a Single-sign-on solution later this year/early next year.
NOTE: Tickets will need to be submitted by “Innotas Admins” after the transition to the new Customer Care system. Please be sure to advise your end-users of this change. Any non-admin contacts on open tickets will be added to the ticketing system in order to work the ticket to closure.
As of Monday, June 19th, new tickets requests can be submitted via https://support.planview.com
You will be able to access the new Customer Care portal via Community and the Innotas application as an Administrator in Innotas, or directly via the provided URL above.
Once you have logged in, you can select Submit a Ticket via the Support drop-down menu
Simply populate the requested fields, add an attachment (if needed) and submit to Customer Care.
You will receive an email confirmation of your ticket submission with a link that will take you to the ticket in the ticketing system. You can also simply reply to that email or any email you receive from a ticket and your reply and any attachments will automatically be added to the ticket history.
Alternatively, you can submit new tickets via email to firstname.lastname@example.org. Please be sure to include the following in your email to help us better serve you:
- Company Name
- Contact Name
- Details of the reported issue
- Logs/Screenshots/Reproduction Steps
Upon receipt, we will ensure that the ticket is logged and assigned to an Innotas Customer Care Consultant in a timely manner.
Please note: Existing Tickets in Community from January, 2016 forward will be imported into the new ticket system.
Please note that this change will not impact the Innotas Discussion Forums on Community.
You can access historical tickets via https://support.planview.com:
Robert Webb | VP, Global Customer Care