Using TrialWorks’ Ticketing System for Tech Support

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Having an issue with TrialWorks and need to speak with a member of Tech Support?

Needing a TrialWorks Trainer to teach you about a particular feature?

Have a quick question and want to chat with us?

Use our Ticketing System!

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In your web browser, go to the following site: https://trialworks.com/support/

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If you haven’t already, click the ‘Register’ button or Login at the Home Screen.

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If you’re creating a new account, fill out the required registration fields.

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Verify your registration by following the link sent to your email.

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After logging in, update and complete your profile by adding a title/position, your phone number, and if you wish, a photo of yourself or your firm’s logo.

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To return to the Home Screen, click ‘Home.’

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Click to ‘Submit a Ticket’ on the Home Screen or use the ‘Submit a Ticket’ tab on the Home Ribbon.

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Based on the issue or question you have, select the correct Department and click ‘Next.’

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Edit your ticket details. Use the drop-down to select the type of ticket; issue, bug, feedback, or question. Be sure to add a subject line and a description of the question or issue in the body.

You have the ability to insert photos, videos or a link to further explain the issue you are having.

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A confirmation that the ticket has been received will be shown on the web and sent via email.

You will also receive a Ticket ID. Use this ID if you ever have to reference the issue to TrialWorks.

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Click ‘My Tickets’ from the Home Ribbon to view your current open tickets.

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Click the title of the open ticket (How can I add/remove tabs in TrialWorks) to continue the conversation or to see any replies from the TrialWorks team.

When a member of TrialWorks sends a reply, it will also be emailed to you.

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Click the ‘View Resolved Tickets’ button to view  previous tickets that have since been closed (Is TW compatible with Mac).

Click ‘Hide Resolved Tickets’ to only view open tickets.

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Each tab in the Ticket System has a Live Support button on the left hand side of the screen.

Clicking will open a second window for you to enter your contact information and the details of your issue or question. Users will instantly begin chatting with a member of TrialWorks.

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You can also check out our articles by clicking ‘Knowledgebase’ from the Home Ribbon.

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The knowledgebase section is constantly being updated. As your ticket is closed, the question or issue and the replies from TrialWorks will create a knowledgebase article.

Save time by searching the knowledgebase section for your issue prior to submitting a ticket to see if it has previously been addressed.

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Lastly, click ‘News’ to view previous Tips of the Week entries!

If an emergency arises, call Tech Support directly at 800-377-5844, option #1, or start a live-chat with TrialWorks by clicking the button featured on the left side of all pages in the ticketing system.

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Stay up-to-date and read up on our previous Tip of the Week topics at http://blog.trialworks.com.

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