Do you want to check the status of a request submitted to ASAP Support? Now you can view all of your support requests, check their statuses, and communicate with our Support team by logging into the ASAP Help Center.
Important: The instructions for logging into the Help Center vary, depending on whether or not you have submitted a request to ASAP Support in the past.
You’ve Previously Submitted a Request to ASAP Support
If you’ve already submitted a request to our Support team via email@example.com, you’ll need to create a password for your new ASAP Support Account. To do this, go to https://asapconnected.zendesk.com/access/help and enter the email address used to submit your past support requests. Then, an email will be sent to you. This email will include a link, which brings you to a page to set up your password.
You’ve Never Submitted a Request to ASAP Support
If you’re an existing ASAP customer but you’ve never submitted a support request before, you can create a new ASAP Support account by going to https://asapconnected.zendesk.com/registration and entering your name and email address.
Logging In To Your Account
After you login to your account, click on your name in the upper right corner, and then click “My activities.”
Account Activity: Statuses
The first thing you’ll see is a list of all the support requests you’ve submitted. A request can have a status of Open, Solved or Awaiting Your Reply. You may filter your requests based on these statuses.
If a ticket is ‘Open’, it is currently in the process of being solved. Our Engineering, Product or Support staff are examining the issue at hand. They will send you updates as they come.
If a ticket is ‘Awaiting Your Reply’, this means that a Support agent is awaiting a response from you before taking action. These tickets are critical to answer for the Support process to proceed. Once you answer, the ticket status automatically changes to ‘Open’.
Finally, if a ticket is ‘Solved’, the issue has been resolved. This could be a bug that has been fixed or a question that has been clarified. The Support agent has decided that the issue has been solved, and so it is closed. However, if you reply to the ‘Closed’ ticket, it will be automatically re-opened and the Support staff will be informed.
Writing a New Support Ticket
You may easily access the Request page at any point. To do this, click on the ‘Submit a request’ link on your top navigation menu.
This link will redirect you to the ‘Submit a request’ page. You will need to name your request by giving it a subject. When you name the request, you may be prompted with suggested articles based on your text. We recommend that you check out these articles prior to submitting a ticket. You may find your answer, as well as additional information, in these articles.
However, if you need immediate assistance and cannot find the answer in the Support articles, you may submit a ticket on this page. Provide a description that is detailed as possible. For example, if you are referring to a defect related to a particular class, you can include the class ID. If you have a question about an invoice, you can provide the specific invoice ID.
There is also space for attachments or screencasts. We especially appreciate screenshots with explanations, either as an annotation on the screenshot image or within the description field.
In the example below, Angela clearly explains the steps she has already taken, which makes it easier for Support to assist her.
Once you are finished writing the request, you may click on ‘Submit.’ Confirmation that your request has been submitted will display at the top of the page.
Tracking Progress of Your Ticket
Once the ticket has been submitted, you will be able to see the ticket ID number, as well as its status on your Activity page.
When ASAP staff have updated your ticket, you will be informed via email. You will also see the updates in your Activity feed. The most recent updates will be listed at the top. The ticket written by Angela, for example, was ‘Solved’ three minutes before she viewed the page.
To read the content of any message, click on the subject name. Remember that, if an issue is marked ‘Awaiting your reply’, you will need to respond to the message. If it is ‘Open’ or ‘Solved’, no response is required. You may also re-open the ticket by replying to the message. In the example below, the issue has been solved. It is not required that Angela respond to the issue. She should, however, verify the findings of the message with her own testing.
We’re excited for you to try out our new Support system! If you already have an account, we’re happy that you’re on board. If you need to create a new account, we encourage you to go ahead and do so. We hope you enjoy this upgrade as much as we have, and we invite you to participate in the support process with greater access and ease.