Getting Started: Ceetron Jira Service Desk

This Article describes how to use Ceetron Support Portal.

Support Policies Page

Before reading this Article we recommend you to read our Support Policies Page

Logging in

Your account will be automatically set up by our team during the evaluation phase of our technology.
If you are having troubles to log in please use the Forgot your password ? link or contact support@techsoft3d.com

Once created, your account is managed by Atlassian. If you have trouble logging in, please use the “Forgot your password?” link and follow the process. Tech Soft 3D can only send you a prompt to reset your password. If you need to request changes to the accounts for your organization (including additions or deactivations), please submit a new issue.

Portal Page

After logging in you will have access to our customer portal with the following functionalities:

Developer Support

Support Policy Page
Please read the support policies before admitting an issue.
Getting Started: Ceetron Jira Service Desk
This document. A description on how to use the Service Desk.
Release Notes
Link to the latest release notes for the CEETRON Envision product family.

What can we help you with?

Select the nature of your issue; Info Request, Bug or a New Feature. Each Issue Type forms are self-guided, make sure to add information as clear as possible.

Quick Access to your issues

In the top right corner there is a shortcut to “Requests”. This link gives you access to all the issues you have submitted personally or at your organization level. From here you can check the status of your issues and interact with our Support team.

User Profile

The circle in the top right corner gives you access to you profile and account settings.

Submitting a support request

Select the appropriate issue type and provide as clear information as possible. Please read the Support Policies before you submit an issue.

Once the request is admitted, you will get an email verification and this entry will be added to your list of requests in the Support Portal. We encourage you to use the Support Portal for tracking your issue and for further communication with the Support team.

Support issue updates

Your requests are always available from the “Requests” link in the top right corner of the Support Portal. Select a request to see current status and activity history.

Use this form to communicate further with the Support team. Add comments to answer follow up questions or if you have additional information for the Support team.

Email notifications

You will get a email notification when we receive your request and when there’s an update.

The following notifications will be sent by our Service Desk:

Request created	When a request is created, our service desk sends a confirmation that your request was received.
Public comment added/edited	When a comment is added/edited to the request/issue our service desk sends all the persons involved on the request a notification.
Request resolved	When a request resolution field is set, our service desk notifies the reporter and all persons involved. This notification is sent to the reporter even if they have turned off notifications for a request.
Status changed	When a request transitions to a status, our service desk notifies the persons involved.

You can reply to an email ticket notification and it will attach your comment to the ticket. However, we strongly encourage you to use the Support Portal to reply to our comments on a ticket as sometimes emails can be lost.