In this document we will explain what Devicie support portal is and how to use it. We will go over what to expect and how to navigate to view your tickets and search the knowledge base for support documentation.
What is Devicie support portal?
The support portal is your one stop shop for all support enquiries. You will be find documents in the knowledge base with clear instructions to guide you through step-by-step instructions to resolve an issue. You will also be able to submit new support requests such as incidents, general questions and requests for new applications.
How can I log in to Devicie support portal?
Devicie support portal is only available to Devicie customers and support staff. Only users with the appropriate permissions will be able to authenticate and log in to the support portal.
As a customer of Devicie, you will be added as a guest on our Entra ID tenant and you will be given access to the Support Portal application. When you access support.devicie.com you will be redirected to a sign in page with the Devicie brand visible on where you will enter your business email address and password. You will then need to authenticate using MFA (if setup). Once your details are confirmed, you will be redirected to our support portal.
Knowledge Base:
You can search the knowledge base for instructions to perform self service tasks to speed up the resolution process for the most common requests and issues.
From the support portal home page you can search for different topics and a list of suggested articles will show as you type your issue.
Should the suggested articles be of good use, you can click on the article and follow the instructions.
Our knowledge base is expanding quickly and more documentation is being added to it as we grow and come across more frequent requests from our customers.
If you believe there is a good use for a certain article, feel free to suggest in the a new support request and Devicie support staff will publish new documentation on the knowledge base to cover the topic.
You can find the list of all available knowledge base articles on the knowledge base page, accessible from the support portal home page.
Support Requests
You can submit a new request by clicking on the Submit a request button in the support portal page header. This is available on all pages including knowledge base and frequently asked questions for ease of access.
Support requests have 3 categories:
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New Incidents
New incident is used to cover any new issues you might come across including minor incidents and problem tickets. New incident is used when a user or many users are encountering an issue related to Devicie products. Issues could be related to one or many applications, affecting one or more users and/or related to permissions set by Devicie on the device.
When you submit a new incident you need to fill in the below details:
Form Fields:
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Subject (Mandatory)
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Description (Mandatory)
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Number of Affected Users (optional)
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1
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2 - 5
- > 10
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Number of Affected Application (optional)
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- 1
- 2 - 5
- > 10
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- Priority (Mandatory)
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- Priority 1 (Urgent) - when the issue is of urgent priority which is causing a business wide outage.
- Priority 2 (High) - when the issue is affecting multiple users or multiple applications.
- Priority 3 (Normal) - when the issue is stopping a user or more from completing an important task.
- Priority 4 (Low) - when the issue is minor and does not stop users from completing important tasks.
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- Attachments (Optional).
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General
The general request is for feature suggestions or general questions. You can use this form to request a new knowledge base article for example or request a call from our support staff. You can also use this form to request access to existing applications on your company catalogue.
Form Fields:
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Subject (Mandatory)
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Description (Mandatory)
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Attachments (Optional)
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Application request
In this form you can request applications to be added to your company portal. You can select from a list of existing applications on the Devicie portal or you can request for a completely new application to be packaged and deployed to your company portal.
Note: New and existing application requests need to come from an authorised person at your company. Only billing admins and account owners can approve new applications. If you are unsure who that person is, please speak to your I.T manager.
When submitting a request for an application you can either select an existing application from the drop down menu or select a new application (first option) if the application does not exist in the drop down.-
New application:
The below details are required in order to fulfil your request quickly:- Priority (the earliest can be Normal (5 business days)
- Select whether you want the application to be "Available" or "Required" (force install) on all devices that exist in the groups specified below.
- Subject: Only include the application vendor and name such as Google Chrome Browser.
- Add the list of groups in your tenant that need this application. Separate each group by a comma as per the below screenshot.
- Add a description to your ticket. You can add details such as delay deployment, or any other details you think the Devicie team may need to complete your request.
- Attachment (optional).
- Once you have filled all the required details click on the Submit button.
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Existing Application:
Our list of packaged and ready to deploy applications in out back catalogue is continuously growing. Before submitting a request for a new application please make sure you go through the list of the catalogues applications and select the appropriate one from the list.
The application list is sorted by vendor, for example, if you are looking for Adobe Acrobat Pro, click on Adobe and this will expand all available Adobe applications.
The below fields are required when submitting a request for an existing application:
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Select the application vendor then select the application. Some vendors have more than 1 application available (e.g: Adobe).
- Priority (Low - Normal - High).
- Select whether you want the application to be "Available" or "Required" (force install) on all devices that exist in the groups specified below.
- Add the list of groups in your tenant that need this application. Separate each group by a comma as per the below screenshot.
- Add a description to your ticket. You can add details such as delay deployment, or any other details you think the Devicie team may need to complete your request.
- Attachment (optional).
- Once you have filled all the required details click on the Submit button.
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New application:
Frequently Asked Questions
The frequently asked questions section will cover questions primarily related to the support portal. We will have documentation to cover options and functionality of our support portal and what to expect from support requests.
This section is also expanding and can submit your suggestion as a request in a General ticket.
Activity
You can access the Activity section in the top menu by clicking on your user account and selecting My Requests.
In the My Requests page you will find all your previous ticket activity. You can reply to open tickets, see comments from our support staff and check the status of existing ticket.
The status of the ticket can be as below:
- Open: When last reply on the ticket is by the customer (you)
- Awaiting your reply: When a support agent replied to your request
- Solved: When the issue is resolved and the ticket is in a solved (can be reopened within 3 days) or Closed (cannot be reopened). If a ticket is in a closed state then a new ticket can be opened referencing the old one (follow up ticket).
You can open a ticket from the list and add your reply to it. You can also attach files if you need to as per below:
Note: You can reply to tickets using your email address. You do not need to log in to the portal to reply to a ticket. For ease of use, email replies to a ticket will be submitted as a comment on the ticket you are replying to and the status of the ticket will change to Open.
Emails:
Email notifications play a vital role in our communication with our customers. Emails are sent out when one of the below conditions are triggered:
- New request submitted.
- New reply to your request has been added by our support staff.
- Ticket status has changed.
- Reminder when no reply is received from you after 24h.
- Reminder when no reply is received from you after 48h.
- Notification the ticket was set to resolved if no reply is received within 72h.
- A survey to rate your experience with the support you had received.
You can reply to tickets using your email address. You do not need to log in to the portal to reply to a ticket. For ease of use, email replies to a ticket will be submitted as a comment on the ticket you are replying to and the status of the ticket will change to Open.
Support agents also receive email notifications when a new request is received lodged or a new reply is received on a ticket they own.
Dashboard
The Devicie dashboard is accessible to select Devicie customers such as billing admins or account owners. Customers need special permissions to see the dashboard. Customers' dashboards are also limited within Devicie and only administrators have access to to see your dashboard.
You can access your dashboard from the support portal home page, from any page using the Dashboard pill in the header.
You can also access your dashboard from Devicie website from the top menu, click on Login, then select Dashboard.
If you believe you should have access to the dashboard, please speak to your account owner or send us a support request so that we can assist you further.