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Introduction

If there were no answers to your questions in the help or there was some problem when working with the software, then you can contact the support service by writing an appeal and describing your question or the problem that has arisen.

There are two ways to do this:

  • By creating a request (ticket) via the Support Portal,
  • By chat with a specialist directly from the office part ST-Mobi.com.

The support portal has a detailed form for creating a request, in which you can describe the problem in various aspects.
An online chat with a technical support specialist is convenient to ask a quick question about the functionality or to address an urgent problem.

To go to the support portal page, select the Support Portal item in the left menu of the site, after which the portal page opens in a new tab.
To open an online chat, use the Chat with the operator button, after clicking it, a pop-up chat window will open in the lower right corner.

Support Portal

The image below shows the appearance of the support portal and its sections:

The support portal contains seven sections:

  • Consultation;
  • Exchange error;
  • Appearance problem; 
  • A defect in the program; 
  • Changing the functionality; 
  • New functionality; 
  • I have an idea.

Under each section there is a brief description that will help determine the topic of your appeal.
For example, if you are interested in how to use the functionality of the cloud, or there is a problem when uploading data to the ERP, or when importing data from Excel, then you need to select the Consultation section.
If an error occurs in the ST-Mobile Trade application when exchanging changes or getting a complete database, select the Exchange Error item.
If you have already been working with the service for a long time, but there is a need to upload additional data to the cloud or application, use the section Changing functionality.
If you have difficulties choosing a section, you can choose the Consultation section and the support service specialist will translate the request to the desired section himself, after asking clarifying questions. 

Next, consider the most common example: creating a request in the Consultation section.

In this section, you need to fill in three fields: 

  • Subsystem,
  • Topic,
  • Description.

Next to each item there is also a comment explaining exactly what needs to be specified in the field.

In the Subsystem field, select which part of the system you have a question about:

  • Mobile application,
  • Web application
  • Accounting system (ERP).

For example, let's choose Mobile application.

Next, fill in the topic.
For example, we are interested in why there are no notes in Outlets, so we will name it - Notes in Outlets.

Next step is to fill in the Description.

Важно:
The subject of the appeal should be informative.
The topic should not contain headers like: URGENT! Everything is broken!
It would be much better to indicate in the topic a brief essence of the problem or a section of the application on which consultation is needed.
For example: Orders are not being uploaded.

The description of the appeal should also contain a maximum of introductory information.
This will help to understand the problem as quickly as possible and provide its solution.
Such a description as: Agent Maria has a broken application on her tablet! will significantly increase the time to resolve the appeal.
In this case, such information would be useful.
For example: Orders are not being uploaded at Ivanova Maria (route 1), error 1102 is issued during the exchange.

The screenshot will also help to understand the problem more quickly.

After you have filled out the application form, click the Create button.
The screen will display all the filled in fields and the name of the user from whom the request was initiated.

The response of the support specialist will be sent to the mail and reflected on the portal.
To go to the list of all requests, click on the Requests menu.
This menu displays all users who can write requests from your company.
It is possible to view both your own and your colleagues' appeals.
Also in the image below, it is worth noting the Status column.
You can use this column to track the status of requests.

If the support engineer responds to the request and asks a clarifying question, the status will change to Questions to the client.

By going to the appeal, you will be able to see the response of the support engineer and write a response.

After the specialist deals with the problem, he marks your appeal solved.
The ticket takes the status Awaiting confirmation and the last comment from the specialist is shown in the application on the portal.
And also two buttons as an answer to the question: Is your problem solved?

  • Not quite - will allow you to return the request to the specialist if the solution does not suit you or if the problem has not been solved,
  • Yes - will close the ticket.

Chat with a technical support specialist

The support chat is called by the Chat with Operator button below the button leading to the support portal.
It serves as a means of communication on more operational and urgent issues in the format of a simple conversation, almost like in some messenger.
The New conversation button opens a chat in which you can immediately write your question.
Each new such chat is technically will create a new ticket on support portal.