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Almaden Support Portal

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Support Portal

Support Portal Almaden

The Support Portal Almaden is an effective solution for fully modular personalized service and support management. With the aim of providing excellent service and support experiences, focusing on productivity and customer satisfaction.

Based on ITIL Service Management processes, is designed for companies that require customized service solutions with a robust application process and workflow.

Through this solution (Support Portal), clients can easily and functionally open incidents, track interactions, and monitor completion.

Request Company registration on the Support Portal Almaden.

To request company registration, you need to send an email to: suporte@almaden.ai, with the following information:

  • Organization Name;
  • Smartcenter Master Account;
  • Organization Address;
  • Email;
  • Home page;
  • Contact Phone;
  • Language;
  • Partner Name to which it is linked; (For Partner clients).

After the registration data is validated, you will receive an email containing the information:
(username/password and link for platform access).

Note: If there are multiple users, please let us know so that we can send you the Excel template for importing into our application.

Request user registration on the Support Portal Almaden.

To request user registration with Support Portal Almaden, you need to send an email to: suporte@almaden.ai, with the following information:

  • Full Name;
  • Organization;
  • Contact Phone;
  • Email;
  • Language.

Access Support Portal Almaden.

The Support Portal Almaden can be accessed in two ways, through a web browser or app.
To access via a browser, go to the following link:
https://support.almaden.ai/WSS/Login
To access via an app, follow the steps below:

  1. Access the link provided above and click on the icon as shown in the image below, to install.
POB APP
  1. Click allow to finish installing the App.
Install POB APP

Case Opening

The opening process is the same for both.
To initiate the opening of an incident, follow the steps below:

  1. Upon accessing Support Portal Almaden, click on the CIQ or SmartCenter icon, directing you to the service that requires assistance.
    Note: If you have any questions or problems related to SmartCenter or CIQ, click on the equivalent option.
POB

  1. Click on the search icon to select the category of the incident or request:
image 103 Almaden Support Portal

  1. Fill in the necessary information and describe what happened.
image 104 Almaden Support Portal

  1. Attach images of the filters used, logs, and other information that will help in analyzing the incident. To complete, click on Submit.
image 105 Almaden Support Portal
  1. Case opened successfully:
image 106 Almaden Support Portal

View and Track Cases.

All cases created by the user can be viewed on the main page.

Cases POB

If you are not viewing the case that was opened, click on the update button and check the filters.

image 108 Almaden Support Portal

Detailed Case Information.

  1. Double-click on the case you wish to check the entered information for.
image 109 Almaden Support Portal
  1. You will be redirected to the case details page.
image 110 Almaden Support Portal
  1. If there is a need to modify or add more information, access the Symptom tab, enter the information you want to change or add, and click on Update Case at the bottom of the page.
image 111 Almaden Support Portal

User password change.7

  1. Click on the user icon in the top right corner.
image 112 Almaden Support Portal
  1. Enter your current password and new password in the two fields below.
image 113 Almaden Support Portal
  1. Click Update to finish.
image 114 Almaden Support Portal

Request user deletion.

  1. The request must be made by the contract holder.
  2. Request by sending an email to: suporte@almaden.ai, with the subject “Account Deletion.”
  3. Provide: Full name, email, and the master account to which the account is linked.

Notes:

  1. All interactions from the opening to the closure of the case will be sent notifications via email:
image 115 Almaden Support Portal
  1. Interactions can be carried out directly through these email notifications, adding information directly to Support Portal Almaden.
image 116 Almaden Support Portal
  1. Email interaction automatically added to Support Portal Almaden. (Only Almaden analysts can view the email content).
image 117 Almaden Support Portal
  1. The user only sees information about when the email interactions occurred.
image 118 Almaden Support Portal

Advantages

Some of the main advantages of Support Portal Almaden include:

Centralization: Centralizes all support requests and incidents, allowing the support team to efficiently manage and respond to all customer inquiries.

Organization: Support requests are recorded in the form of tickets, which helps maintain an organized record of all interactions and actions taken, facilitating problem resolution and tracking of history.

Tracking: Customers and the support team can track the status of each ticket from opening to closure, ensuring transparency and visibility throughout the entire process.

Prioritization: Tickets can be prioritized based on severity or urgency, allowing the support team to address the most critical issues first.

Historical Record: Our customers have a complete history of opened and closed tickets.

Improved Communication: Communication between the support team and customers is enhanced, as information is recorded and documented in a clear and organized manner.

In summary, our ticketing portal provides a structured and efficient way to manage customer support, enhancing customer satisfaction, increasing support team productivity, and contributing to the continuous improvement of services provided.

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