To all FlexEdge users,
In the never ending effort to improve the quality and responsiveness of
our technical support services and to improve the customer experience,
we have recently implemented the FlexRadio Systems Helpdesk ticketing
system for reporting issues on-line and to submit PowerSDR enhancement
requests. This interactive ticketing system of providing support in a
chronologically tracked manner via an e-mail history of your support
session, will benefit both the user and the support engineering handling
your case as you will be assigned a specific trouble ticket number for
your case. We have recently increased the number of support engineers
who help you work an issue to resolution and our previous system of
tracking trouble tickets was lacking in the multi support engineer
environment. Now a support engineer can pick up any trouble ticket in
progress if it is in an area of his or her expertise without disrupting
the continuity of support or eliminate having multiple engineers working
on the same problem without know what the other is doing.
Opening a Helpdesk ticket via the Internet is the fastest way to
initiate a support request rather than calling the support line or
e-mailing Support since the preliminary incident information will
eventually have to be put into a Helpdesk ticket causing initial delays
in having a Support Engineer start working your incident.
In addition, we have added a feature where you can add enhancement
requests for PowerSDR via the Helpdesk too. When your request is
submitted, it is sent directly to the Product Management team for
inclusion in the developers enhancements database for consideration as a
future enhancement. By using this method of submitting enhancements we
have a consolidated archive of your enhancement requests in the ticket
history file and due to the immediate notification, the Product
Management group get to review your request in real time. This will
eventually replace the Features Database currently used on the web site.
So how do you enter a Helpdesk ticket or enhancement request?
First point your browser to: http://helpdesk.flexradio.com
If it is your first time using the Helpdesk, you will need to click on
the "Sign Up" link in the top right hand corner to create an account on
the Helpdesk system.
You will need to enter your full name and e-mail address so we can
contact you. Then enter the partially obfuscated words in the box below
to validate a human is signing up for an account and click on the "Sign
Me Up!" button.
You will be sent an e-mail confirming your registration. Please confirm
you registration and sign in selecting a password of your choosing.
Once you have your login credentials and are logged into the FlexRadio
Systems Helpdesk, then click on "Submit a Request" to open a support
ticket or submit an enhancement request.
The Submit a Request form will be displayed
1.) Enter your call sign. If you do not have a call enter "none" (this
is a required field)
2.) Select the type of ticket you want to open (this is a required field)
3.) Enter the SDR hardware you are using (this is a required field)
4.) Hardware serial number, if applicable.
5.) PowerSDR version (only the 3 digit version number)
6.) The Subject line briefly describing your issue or enhancement (this
is a required field)
7.) A more detailed description of your issue or enhancement. You can
also attach files or screen shots to better help the support engineer
identify your issue using the Attach File link at the bottom left hand
side of the page.
8.) Click on the Submit button to complete your help desk ticket submission.
You will receive an e-mail confirmation that your Helpdesk request has
been submitted and assigned a tick number to track your support request.
Once a Support Engineer picks up your Helpdesk support request, you will
receive an e-mail notification of the status change from New to Open.
We do ask for a little patience while we roll out this new support
system as we too are getting acclimated to the new processes as well.
-Tim
--
Tim Ellison, W4TME
Product Management, Sales & Support
FlexRadio Systems^(TM)
4616 W Howard Ln Ste 1-150
Austin, TX 78728
Phone: 512-535-4713 Ext. 223
Email: [email protected] <mailto:[email protected]>
Web: www.flexradio.com <http://www.flexradio.com>
logo
/Tune In Excitement^(TM)
PowerSDR^(TM) is a trademark of FlexRadio Systems/
_______________________________________________
Flexedge mailing list
[email protected]
http://mail.flex-radio.biz/mailman/listinfo/flexedge_flex-radio.biz
This is the FlexRadio Systems e-mail Reflector called FlexEdge. It is used for
posting topics related to SDR software development and experimentalist who are
using beta versions of the software.
