VisionTEK launches Customer Portal

Empowerment.

It is what VisionTEK’s mobile products have provided officers in the field. It is what VisionTEK’s server side products have provided IT in the network rooms throughout the country. It is what the new Customer Portal provides all VisionTEK customers.

The VisionTEK Support Group is happy to announce that the initial stage of the Customer Portal is complete, tested, and ready to serve our support, network, and project management partners at all VisionTEK installations.

The Customer Portal is browser based so it is easily accessible at any hour of the day. Though the portal will provide knowledge base accessibility and user group functionality in the near future, the functionality provided by this release is designed specifically to give our customers the power to create, modify, and track trouble ticket related issues.

The Customer Portal "Issue Creation and Tracking"  features allow customers to:

• Create their own tickets (aka change requests - CRs).
• View CRs and to track their status.
• Update CRs when more information is available.
• Attach files (screen shots, log files, images, etc.) to CRs to allow the author to better describe the reported issue.
• Update their profile information - notably password changes, which are updated in real-time.

Brent Johnson, VisionTEK Field Support Engineer reports, “Basically, this site empowers the customer with the ability to ensure their tickets are in our system and are being worked. The Customer Portal has an easy web interface to work with, and the site navigation is self explanatory.”

Requesting Access to the VisionTEK Customer Portal

VisionTEK customers, who wish to use the new Customer Portal, simply need to contact VisionTEK Support at 303 554-8835 x287 or send an email to Support@visiontekinc.com to request an account.

After the account is created, the customer receives their login information through a confirmation email. At which time, the user may begin using the site to report issues, request services and ask questions related to their VisionTEK software. When reporting a critical issue, customers are asked to call VisionTEK Support to report the issue directly to the Field Support Engineers.

Ticket Creation Overview

Though accessing the Customer Portal and navigating its controls are relatively easy there are a few pointers to consider when completing the Ticket Creation form:

• Name:  Enter a description of the issue.  Write the description as though it were a headline; short, simple, and adequately titled for the specific change request.
• Project:  Select the project/application related to the change request.
• Date Found:  The system default is the current date, but can be changed.
• Status:  The system default is "Customer Created"; your Field Support Engineer changes the status after they review the issue.
• Description:  Select the "Stamp" button to capture your name, current date and current time.  Then, type a detailed description of the issue.  Be sure to identify the necessary steps to recreate the problem, and include text that describes your expected result.
• Found in Version:  Record the version number of the application where the issue resides.
• Save:  Select "Save" or "Save and Attach a File".  Upon completion, the Customer Portal notifies the appropriate VisionTEK support engineer that a ticket requiring their attention has been created in the system.  The Field Support Engineer will review the issue, assign a severity level, and then follow standard VisionTEK support procedures to resolve the issue, as quickly as possible.

More information?

VisionTEK customers who want more information about the Customer Portal may contact your assigned Field Support Engineer at support@visiontekinc.com or 303-554-8835 x287.  Link to Customer Portal:  https://www.visiontekinc.com/cp