Support overview : Submitting, reviewing & changing support tickets, feature request process, and general support details

Here we will review how to reach out to create a ticket with our support team as well as how to submit Feature Requests through Link2Feed. 

This article covers the following topics: 

• Support Requests (Tickets)
  • How to submit Support Requests 
  • How to check the status of Support Requests 
  • How do I log in to Zendesk directly?
  • How do I submit a Support Request on Zendesk?
  • How do I update a Support Request via email? 
  • Updating a Support Request in My Requests with a comment, CC, or organization
  • Filtering, tracking, and searching Support Requests
  • Creating a follow-up to a solved Support Request
• How to submit a feature request
• How to use the Link2Feed Support Bot
• Support Videos 
• Support Updates 
• Link2Feed site basics 

Support Requests (Tickets)

Link2Feed uses Zendesk to accurately monitor and track the support tickets you have entered into the system.

Only the network administrator has access to submit a support ticket.

How to submit Support Requests

From the Link2Feed site, you will follow these steps to submit a support request through a ticket: 

1. Click on the Support heading on the left navigation menu once you open an application. 
2. Click on New Support Ticket. 
3. You will be redirected to our support site.
   • If you are not logged in while accessing our support site you will not see an option to submit a support ticket you will need to login in order to see this option. 
   • If you are logged in you should see an option in the top right-hand corner of the screen to Submit a request. 
   • If you do not have the Network Administrator Role, you will not be able to submit a ticket. 
4. Once you select Submit a request in the top right-hand corner of the screen. you will be taken to a webform to submit your Support Ticket. 
   The form will ask you to provide details about your request including any CCs (optional), Priority, Subject, Description, Type of Request, and Attachments(optional).
   
   When adding a CC, please ensure that the individual has the necessary access as a Network Administrator to submit tickets to Link2Feed. This is crucial to ensure a seamless process. If it is essential to include additional users who are not Network Admins on the ticket, kindly indicate the requested CCs at the top of the request. Rest assured, we will manually add them to guarantee that all messages reach the appropriate users effectively. If this is not done there is a chance that the CC will not receive the message.
5. Things to include in the body of your ticket
   Although certain details may be obvious, it's important to be as detailed as possible. This saves the support team from spending time asking you questions for further clarification. Link2Feed needs to know how to replicate the issue you are having in order to identify it and look into repairing it. Please include the following:  
   • the name of your organization/network.
   • the name of the organization you may be writing this ticket on behalf of.
   • the name and email address of the user(s) experiencing issues, if not yourself.
   • if this is something that either occurred recently, previously or has not occurred recently, include the time period for when it did happen.
   • include the URL of what page you're referring to. 
   • include screenshots.
     • this should include the entire screen, including the URL (website link), web browser, and user and client information (if applicable).
   • specify the web browser you (or the user who experienced the issue) are using; Google Chrome, Mozilla Firefox, Internet Explorer, etc.
   • If you have any questions about Client Intake, please include examples; feel free to include more than one example. 
     • the organization you were logged into when experiencing the issue.
     • the client ID number and name of the profile you were in.
     • the tab of the client profile you experienced the issue on.
   • If you have an inquiry about a report, include the criteria of the report you ran.
     • the type of report.
     • the date range you chose.
     • the sections you selected.
     • the sections you have a question about.
6. Once the information has been entered you can hit Submit at the bottom of the screen. 
7. You will receive an email confirming your request has been submitted. 
8. By clicking on View Request, it will take you through steps to set up your account to see any open tickets you may have. 
9. After registering, Link2Feed Support will tag your name to your organization so that you will be able to see all tickets submitted by users from your organization should you request it. 

Time to Resolution

Once your support ticket has been submitted it is categorized and our support team work at resolving the ticket issue as quickly as possible.

• Bugs- Benchmark= Dependent on various factors, no set benchmark.
• Questions/Inquires (clarification questions)- Benchmark= 3 days
• “First Response Time” Metric- Benchmark= 2 hours

How to check the status of Support Requests

In order to review the status of your Support Requests please follow these steps: 

1. Click on the Support heading on the left navigation menu once you open an application. 
2. Click on New Support Ticket. 
3. You will be redirected to our support site.
   • If you are not logged in while accessing our support site you will not see an option to review Support Requests you will need to login in order to see this option. 
   • If you do not have the Network Administrator Role, you will not be able to submit or review Support Requests. 
4. In the top right-hand corner of the screen click on your name and then select Requests. 
5. You will then be able to see a list of your tickets and those that you've been copied on. 
6. If you do have visibility to your organization's tickets you will see an additional option to select Organizations to view tickets submitted by your organization. 

Upon pulling up the ticket you will see the following statuses assigned based on where the ticket is at with our support staff:

• Open: this is always the first status when you open a ticket. You will get an automatic response that we have received the ticket. This status will remain the same while Link2Feed support works on your ticket, whether it's an issue or a task, there is nothing else they need from you and they will keep you updated on the completion/resolution.
• Awaiting your reply: Link2Feed needs more information from you or further clarification before moving forward.
• Solved: this ticket has been solved/closed. You can still respond to the ticket if closed and it will automatically be re-opened with the status of Open.

How do I log in to Zendesk directly?

Sometimes you will want to just access your requests directly through Zendesk rather than going into Link2Feed and following the steps above. Below you will find information on how to access Zendesk directly: 

• Go to link2feed.zendesk.com
• Select your Country
• Enter your login information

How do I submit a Support Request on Zendesk?  

Follow the login instructions above then follow steps 4-9 located here.

How do I update a Support Request via email?

In order to update a Support Request over email you will want to follow these steps: 

1. Locate the email that you received regarding the specific Support Request you sent in. You should have received an email when it was submitted from Link2Feed Support.
2. Simply reply to that email directly and it will create an update within the Support Request in Zendesk. 

Updating a Support Request in My Requests with a comment, CC, or organization

You have the ability to update any existing Support Request that is not in a Closed status with a comment. 

You can also add CCs to an existing support request. If you belong to multiple organizations, you will also see an option to change the organization for a support request when you view it in the help center. 

When adding a CC, please ensure that the individual has the necessary access as a Network Administrator to submit tickets to Link2Feed. This is crucial to ensure a seamless process. If it is essential to include additional users who are not Network Admins on the ticket, kindly indicate the requested CCs at the top of the request. Rest assured, we will manually add them to guarantee that all messages reach the appropriate users effectively. If this is not done there is a chance that the CC will not receive the message.

To update an existing support request: 

1. Log in to Zendesk by following the steps above, alternatively, you can navigate to Support within Link2Feed, then select New Support Ticket.
2. Next click on your name in the top right-hand corner of the screen, then select Requests.
3. You will then see a list of your tickets and those you've been copied on. 
4. Select the ticket you would like to review. 
5. Enter a comment to update the request.
6. (Optional) If you would like to add a CC, you can add an email address to copy a user on the ticket. When you add a CC to an existing ticket, you must also add a comment. 
7. (Optional) If you belong to multiple organizations, you can change the organization for the support request. 
8. Click Submit. 

Filtering, tracking, and searching Support Requests

You can use the help center to track and filter your support requests. 

To track your Support Requests: 

1. Click your profile icon on the upper-right-hand side of any help center page, and then click My Requests. 
2. By default, the page displays all requests that you have submitted.
3. If you have access to multiple organizations you will see an option to select Organization requests with a drop-down list of all organizations to choose from. 
   

To filter your Support Requests by status:

1. Select a request status from the Status menu. 

• Open: this is always the first status when you open a ticket. You will get an automatic response that we have received the ticket. This status will remain the same while Link2Feed support works on your ticket, whether it's an issue or a task, there is nothing else they need from you and they will keep you updated on the completion/resolution.
• Awaiting your reply: Link2Feed needs more information from you or further clarification before moving forward.
• Solved: this ticket has been solved/closed. You can still respond to the ticket if closed and it will automatically be re-opened with the status of Open.

To search your Support Requests: 

1. Enter a search term in the Search Requests box. 
2. You can use ticket property keywords in your search if you would like. 
3. To see details about a request, click the request title.
4. If you belong to multiple organizations, you can change the organization for a support request when you view the details for that request. Click here for more details. 

Marking a Support Request as Solved

If you need to solve a Support Request for any reason you can follow these steps: 

1. Click your profile icon on the upper-right-hand side of any help center page, and then click My Requests. 
2. Click on the ticket subject you would like to update. 
3. You can either add a comment or leave this field blank. 
4. Either select Mark as solved or Mark as solved & Submit. 
   
   In order to mark a ticket as solved it must show as assigned to a support representative.

Creating a follow-up to a solved Support Request

In order to re-open an existing solved ticket follow these steps: 

1. Click your profile icon on the upper-right-hand side of any help center page, and then click My Requests. 
2. Click on the ticket subject you would like to re-open. 
3. Simply add a comment and click Submit, this will re-open the ticket. 

How to submit a Feature Request

Link2Feed takes all Feature Requests into consideration, some of our most popular features are a result of client suggestions. When our team reviews a feature request, we try to determine if the suggestion will positively impact the majority of our users.

Keep up to date with all new features and releases here. 

As of January 26th, 2023 a new Feature Request process was released we will no longer be receiving feature requests through a Zendesk form. The new steps are detailed below! Any previous requests will be moved over to our new Feature Request platform.

Feature requests can be submitted directly from within the Link2Feed website by utilizing the Link2Feed bubble which appears in the bottom right-hand corner of the screen.

1. Once you select the bubble you will want to select Share Your Feedback.
2. Simply answer the following questions:
   • What is your problem or request?
     If possible include a detailed User Story and provide any examples.
     • As a <type of user>
     • I want <functionality>
     • So there is <outcome>
   • What are you trying to achieve?
     Include the reason for your need and why it’s important for your processes. Be sure to include what you need, NOT what you want to be changed in the system that you think will satisfy your need. It’s possible there’s an existing solution in the system.
   • What is your current workaround? (optional)
3. Hit Submit Request to finalize the request.
4. Alternatively, you can click on Open In Portal in the top right-hand corner. This will bring you through to the Feature Request Portal.

The Link2Feed feature request portal enables intake users and above to view, vote, comment, and prioritize all feature requests submitted to Link2Feed. It also enables the user to track the status of their submitted feature requests to follow the development status.

With the release of this new feature request process users will be able to vote on feature requests submitted by other users so that we can get a better understanding of the interest behind specific requests.
You will be able to monitor the status of feature requests using the Feature Request portal, as well as vote on other user submissions.

Voting and Priority

Please vote, comment, and set priority on feature requests in the portal, it helps us to prioritize our roadmap so we can make a bigger impact on our community.

How to use the Link2Feed Support Bot 

We have added a new way to search for answers in our User Manual while using Link2Feed. In the bottom right-hand corner, you can click on the Link2Feed bubble and then navigate to Support Documentation. The Link2Feed Bot allows you to ask questions and the bot will retrieve any articles that may be helpful. 

This does not change how you currently submit support tickets for more information on how to submit a support ticket please click here.

Support Videos 

To access a variety of Support Videos you can follow these steps:

1. Click on the Support heading. Click on Support Videos and you will be taken to the Link2Feed YouTube page.
2. Use the browser scroll button to locate the video, or click on the Search Channel button (magnifying glass) beside About to search through the support videos.
3. You can view the video in your browser by clicking on the video's title.

Support Updates

This article lists known issues/updates throughout the various applications of Link2Feed. 

Link2Feed site basics

Here are a few helpful FAQs when navigating the Link2Feed website: 

• Required fields are starred with blue asterisks. If a required field is left blank when attempting to proceed to the next category, you will be prompted to fill in the required information.
  
• You can manually enter the date using your keyboard. A calendar will also appear if you click on that field. The calendar will allow you to select a date. You can also click on the arrow to the left of the month to select a previous date.
  
• The Filter button is used to generate lists. This includes a Pick Up List, a Packing List, and a Client Notes Review.