Getting Started with AgClaims Helpdesk

How to use this website

Home Page

On the home page you can browser through Frequently Asked Questions, Help Articles and open support tickets to get help with the all new AgClaims app! You do not need to login to get the information you need - you only need it to track support tickets.


Navigating FAQs

You may view the answers to FAQs by clicking on the specific question, which will expand full answer to that question. The question can be clicked again to condense the answer.


Navigating Help Articles

Help articles are similar to FAQs, but are a lot more in depth. They may include step by step tutorials, videos and images. The latest Help Articles can be found at the bottom of the home page with the most recent displayed on the left. To view each article in depth, click on the 'Read More' button, which is displayed under the help article summary.


Categories & Filtering

To filter FAQs and Help Articles, click on a specific category in categories section located in the sidebar. All articles related to your selected category will be displayed. You can always type some keywords in the search box and the system will find the most relevant articles for you. Click on read more to find the full article. Some of them have videos and step by step instructions included.

If you can’t find what you are looking for, please contact support using the button above category selection or the button on the navigation menu on top right that says 'Contact Support'.

How to open and track support tickets

If you haven’t viewed the tutorial about general site usage, its a good idea to start with that as you should only open a support ticket if you do not find sufficient help.

Opening Support Tickets

To open a new support ticket, click on the 'Contact Support' button located in the sidebar of the Home Page or the top section of your screen. If you already have an account, please login when opening new tickets. This will pre-fill some of the form details for you and make it easier and faster for you to get your inquiry resolved.

Steps

  1. The first piece of information we need is a short summary of the issue. For example, I can’t login to the application.
  2. Then, select a category that the issue would fall under. In this instance, it is a technical issue. When you choose a category, the left hand side will populate with the latest FAQs and help articles for it. You may be able to find the answer you are looking for here.
  3. If your issue still persists, please continue and add in a priority for the ticket. Usually high is reserved for mission critical, urgent tasks. The support team will always try to get back to each request at the earliest but it does help them to prioritize a little.
  4. Enter the details of the issue and try to include as much information to help the support staff diagnose and find a fix for the issue. So for example here are a few things I could potentially write for this ticket.
  5. Upload screenshots by dragging and dropping images to this section or by clicking on it and choosing an image. Please wait until the upload completes and gives you back a tick to confirm success.
  6. To finish off. Enter your name and email address. If you have logged in, this information will be pre-filled for you. If you are a new user, a new account will be created for you once you submit so you can login and start tracking your ticket.
  7. When you've checked that all entered details are correct, click the 'Submit' button.

Once the ticket has been created, you will get a short email about the ticket and you can click the “Track Ticket” button to head over to the site to check on progress.


Tracking and Resolving Support Tickets

To track your support tickets, you need to have an account. You can create an account by register using this link OR If you already have an account set up you can simply login using this link straight to your account. When you are logged in or registered, you will have access to all your support tickets, where you can leave comments, add attachments and get your inquiries resolved quickly and efficiently.

You can access the same information from the home page from here under “Knowledge Base”. Click into the ticket and you will see all the information that you provided before. You will be able to track the process in the conversation timeline below.

A ticket can be closed by your or the support once the matter is resolved or redundant.