Customer Support Portal

The Apprentice Support Portal allows customers to create their own tickets and directly connect with Apprentice Support. Here are some helpful instructions on using the Portal:

• Sign up for the Support Portal
  • Note: The portal invite email may end up in your spam folder. We recommend checking there first if you don’t see an invite after ten minutes. Once a teammate has added your email address to the portal, you can also use the ‘forgot password’ link to sign up.
• Log a Support Ticket
• View Your Tickets
• Add a Comment to a Ticket
• Share and Follow Tickets

As tickets progress, their status will be updated accordingly. Here are the statuses of support tickets and what they mean:

• New: Ticket that has been successfully created by the customer. Customers will now alert Apprentice Support with every comment and they can reach their Delivery Leads by tagging them directly in a comment
• In Progress: Apprentice Support has begun investigation on the issue and has established a priority level for the issue. They will update via customer-facing comments on the ticket
• Blocked: Support is currently blocked from working on the ticket due to needing input from another party (customer, engineering, product, etc.)
• Closed: The support investigation is concluded as the ticket has been resolved by support, closed by the customer, or should be considered a feature request rather than a bug
• Closed - Escalated to TEM: Support investigation has concluded and the issue has been escalated to our engineering team for consideration in a future release

In addition to these guides, we recommend that you reach out to your Delivery Lead for guidance with our new Support Portal. Here are some important details to note:

• To enable email updates on a support issue, users can follow a ticket within their organization (see Share and Follow Tickets). Users following a ticket will receive emails whenever the ticket is updated.
  • Please make sure to ‘share’ new tickets with your delivery lead for increased awareness.
  • To avoid excess emails, organizations (Ex. Customer: Site A) will not receive updates.
• Customers will receive emails when:
  • they are first added to the portal
  • a ticket is shared with them or they follow a ticket directly.
  • comments or updates are added to a ticket a user is following
• Customers can directly reach Apprentice Support and members of their organization via commenting on a ticket. Apprentice Support will receive notification of all comments on tickets. Teammates within your organization can be messaged with the ‘@’ symbol. Typing this symbol will bring up a list of team members you can notify directly.
  • Note: if a team member cannot be tagged, they are not yet in your organization.
• Customers are able to remove followers and organizations from a ticket, but we recommend caution with this functionality as removing your organization from the ticket may remove your access to that specific issue.
  • Note: the original ticket creator cannot be removed and can always re-add users/ organizations.
• Apprentice will assess the priority of each ticket internally and share this priority designation via a comment on the ticket. The priority is determined utilizing the Service Level Classification Table outlined in section 7 of the Customer Support Policy (Apprentice-POL-037). See table below for reference.

• If a ticket progresses to ‘Closed - Escalated to TEM’, it means the ticket has been assigned to our engineering team for a potential code change resolution to be considered for inclusion in a future release. If the issue is resolved and included in a future release, a comment will be posted to the ticket with the release version.

This process applies exclusively to new tickets; pre-existing tickets will not be added to the Support Portal by Apprentice. Additionally, environment upgrade requests should still be directed to Delivery Leads. If you have any questions, please don’t hesitate to reach out to your Delivery Leads for guidance.