We have just released the new Support Portal to all of our customers. It is accessed through your sso.x-onweb.com login, along with all of the other Surgery Connect consoles. It can also be reached directly at support.x-onweb.com.
This will give you access to create, search, view and update your support tickets in a clear and user friendly manner.
As an alternative to email or phone you will find a New Ticket button on the portal. Providing a Subject and a Description will create the ticket, add it to our Customer Management software, inform our Service Desk team and confirm to you that it has been logged.
The ticket will then appear in the Open Tickets area of the portal.
Once a ticket is on the system you are able to search both open and closed tickets. You can track progress and view any notes made by our Service Desk team relating to the ticket.
You are also able to add your own notes as well as upload documents that may assist in explaining the nature of the problem you are experiencing. Again, any notes you add via the portal will be notified directly to our Service Desk team.
Our Technical teams have the ability to place general customer notifications on the Support Portal regarding any system issues that may be ongoing. These will be on the home page and will be clearly displayed.
Using the portal in the first instance will allow you to establish if there are any general issues that may be affecting you before creating a ticket.