{"id":13693,"date":"2023-10-16T07:52:46","date_gmt":"2023-10-16T12:52:46","guid":{"rendered":"https:\/\/docs.iotconnect.io\/partnerprogram\/?page_id=13693"},"modified":"2023-10-23T06:57:13","modified_gmt":"2023-10-23T11:57:13","slug":"help-and-support","status":"publish","type":"page","link":"https:\/\/docs.iotconnect.io\/partnerprogram\/partner-program-user-guides\/help-and-support\/","title":{"rendered":"Help and support"},"content":{"rendered":"<h3 class=\"inner_head_title\">Support Overview<\/h3>\n<p>Browse Help and Support categories to get assistance on everything from user management to AI models concerning your account.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10673\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/06\/Help_Profile_Icon-1.png\" alt=\"\" width=\"1829\" height=\"485\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Profile Icon)<\/em><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10674\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/06\/Support-1.png\" alt=\"\" width=\"1836\" height=\"475\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Support)<\/em><\/p>\n<p>You can create and manage tickets from the Support module.<\/p>\n<h3 class=\"inner_head_title\">Creating Tickets<\/h3>\n<p>If you are facing troubles using Partner Program at its best, you can always create a ticket. You will need to select from the three categories that are shown in the image below:<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10676\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/11\/Creating_Ticket.png\" alt=\"\" width=\"1818\" height=\"743\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Creating Tickets)<\/em><\/p>\n<p>You&#8217;ll get a page where you can fill the details about your issue:<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10750\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/11\/Ticket-referrence.png\" alt=\"\" width=\"1802\" height=\"1223\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Ticket Details)<\/em><\/p>\n<p>You can view ticket details in the list as given below:<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10677\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/11\/Ticket_List.png\" alt=\"\" width=\"1797\" height=\"238\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Ticket List)<\/em><\/p>\n<p>If you haven&#8217;t selected a proxy user while creating your account during onboarding, you can do it from Support.<\/p>\n<p>By turning the toggle button on, you create a proxy user with same credentials as yours for Partner Program to access your details. With this, the proxy user can better understand your issues and resolve your queries.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10681\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/11\/Proxy_User-1.png\" alt=\"\" width=\"1785\" height=\"96\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Proxy User)<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<div class=\"inner_one\">\n<h3 class=\"inner_head_title\">Edit Ticket<\/h3>\n<p>\t\tYou can edit the tickets that you have created from the pencil icon shown in the screen below:<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10689\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/12\/Edit-Ticket.png\" alt=\"\" width=\"1781\" height=\"248\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Edit_Ticket)<\/em><\/p>\n<p>\t\tYou can edit the details of the ticket except business service and priority.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10690\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/12\/Edit-Ticket_Details.png\" alt=\"\" width=\"1756\" height=\"1154\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Edit_Ticket_Details)<\/em><\/p>\n<p>\t\t<em>Note: You cannot edit Title, Priority, Business Service and Usage Package.<\/em><\/p>\n<p>\t\tAdd notes related to the ticket.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10715\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/12\/Notes.png\" alt=\"\" width=\"1731\" height=\"518\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Edit Ticket_Notes)<\/em><\/p>\n<p>\t\tView activities related to the ticket.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10717\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/12\/Activities.png\" alt=\"\" width=\"1751\" height=\"402\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Edit Ticket_Activities)<\/em><\/p>\n<p>\t\tAdd resolution information once the ticket has been addressed.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10718\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/12\/resolutions.png\" alt=\"\" width=\"1743\" height=\"319\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Edit Ticket_Resolution Information)<\/em><\/p>\n<p>\t\tAd watcher\/user for the issue.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10719\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/12\/Ticket-notify-watcher.png\" alt=\"\" width=\"1740\" height=\"471\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Edit Ticket_Notify)<\/em><\/p>\n<h3 class=\"inner_head_title\">View Ticket<\/h3>\n<p>\t\tYou can view the details of the ticket created by you by clicking on the eye icon:<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10683\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/10\/View_Ticket.png\" alt=\"\" width=\"1791\" height=\"220\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: View ticket)<\/em><\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10684\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/10\/View-Ticket_Notes.png\" alt=\"\" width=\"1740\" height=\"605\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: View Ticket_Notes)<\/em><\/p>\n<p>\t\tYou will be able to see the details of your ticket. The notes segment displays any additional note that you might have added.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10685\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/10\/View-Ticket_Activities.png\" alt=\"\" width=\"1742\" height=\"475\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: View Ticket_Activities)<\/em><\/p>\n<p>\t\tWith activities tab you can view details of any recent activities related to your ticket.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10686\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/10\/View-Ticket_Resolution.png\" alt=\"\" width=\"1751\" height=\"493\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: View Ticket_Resolution)<\/em><\/p>\n<p>\t\tWith resolutions tab, you can check if the ticket has been resolved or assigned to anyone.<\/p><\/div>\n<h3 class=\"inner_head_title\">Help Module<\/h3>\n<p>You can access Help module as given below:<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10693\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2021\/12\/Help_Profile_Icon.png\" alt=\"\" width=\"1829\" height=\"485\" \/><\/p>\n<p>You will gain access to articles and user guides to better understand all the modules of Partner Program. You can also get details about your account manager from this module.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-10694 size-full\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2021\/12\/Help_Module-e1657287341992.png\" alt=\"\" width=\"1845\" height=\"687\" srcset=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2021\/12\/Help_Module-e1657287341992.png 1845w, https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2021\/12\/Help_Module-e1657287341992-300x112.png 300w, https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2021\/12\/Help_Module-e1657287341992-768x286.png 768w, https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2021\/12\/Help_Module-e1657287341992-1024x381.png 1024w\" sizes=\"(max-width: 1845px) 100vw, 1845px\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Help Module)<\/em><\/p>\n<div class=\"inner_one\">\n<h3 class=\"inner_head_title\">Account Manager<\/h3>\n<p>\t\tIn case of any queries, you can contact your account manager. The top-most section of the page shows the details of your account manager.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10696\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/06\/Account-Manager_Details.png\" alt=\"\" width=\"1802\" height=\"115\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Account Manager Details)<\/em><\/p>\n<p>\t\tWhether you face problems in creating products, assigning environments, adding instances, creating users \u2013 you can always get help from your account manager.<\/p>\n<h3 class=\"inner_head_title\">Search Your Query<\/h3>\n<p>\t\tSuppose you need to learn about how to create environment or how to create commands. You can always place your query in Partner Program\u2019s search bar, accessible form Help and Support section.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10699\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/11\/Search_Query.png\" alt=\"\" width=\"1789\" height=\"329\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Search Your Query)<\/em><\/p>\n<p>\t\tYou have the flexibility to select where you would like to search from \u2013 articles, FAQs, user guides or all.<\/p>\n<h3 class=\"inner_head_title\">Browse Common Questions<\/h3>\n<p>\t\tYou can access to all articles and user guides related to a particular topic like \/IOTCONNECT\u2122 DevLab, Onboarding Process, Product Life Cycle and so on \u2013 just with a click.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10702\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2019\/11\/Browse_Common_Questions.png\" alt=\"\" width=\"1792\" height=\"141\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Browse Common Questions)<\/em><\/p>\n<h3 class=\"inner_head_title\">Partner Program Knowledgebase<\/h3>\n<p>\t\tPartner Program Knowledgebase contains A to Z documentations about Partner program. You can access documents about how to get started with DevLab, device onboarding or user guides like user management, product management, package management or FAQs related to user management, product management, help and support.<\/p>\n<p>\t\t<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-10705\" src=\"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-content\/uploads\/2020\/05\/PartnerProgram_Knowledgebase.png\" alt=\"\" width=\"1782\" height=\"354\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Screen: Partner Program Knowledgebase)<\/em><\/p>\n<p>\t\t&nbsp;<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Support Overview Browse Help and Support categories to get assistance on everything from user management to AI models concerning your account. (Screen: Profile Icon) (Screen: Support) You can create and manage tickets from the Support module. Creating Tickets If you are facing troubles using Partner Program at its best, you can always create a ticket. 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