SUBMITTING ISSUES THROUGH THE SUPPORT SITE


To facilitate communication between RizePoint Engineers, Implementation Managers, and Support Staff, RizePoint has developed and deployed a web-based Support Site to log and track issues arising from the use of SQS. Issues arising from the use of the RizePoint application MUST be entered into the RizePoint Support Site (rizepoint.zendesk.com) for proper tracking and resolution.

To enter an issue to be addressed by RizePoint, please follow the steps below.

 

1. Log on to the Support Site.

To access the support site, from the black header menu, select Help > Support.

    -- OR --

Enter "rizepoint.zendesk.com" into your browser's address bar, then press the Enter key.

The Support Site login screen opens.


Your RizePoint representative can provide you with the username and password required to access the support site.

 

2. Click on the Submit a Request link.

Clicking the Submit a Request link allows you to submit a new issue.

 

3. Log into Zendesk.

 

4. Enter your issue.

To create your support item, you MUST enter the required information in the following fields on the LOG NEW SUPPORT ITEM page.

  1. FIRST NAME: Enter your first name.
  2. LAST NAME: Enter your last name.
  3. EMAIL: Enter your email address.
  4. EMAIL CHECKBOX: If you would like email updates every time that your issue is updated, check this box. If you would like to receive email only when the issue is resolved, leave the box unchecked.
  5. PHONE NUMBER: Please enter your phone number. It is critical that you enter your phone number so that we can contact you, if necessary, for clarification of your support item.
  6. OVERVIEW: Please enter the country from which the item is being reported, and then give a brief summary of the issue as a title. For example: "Netherlands - Unable to access audit results."
  7. VERSION FOUND IN: The version number is automatically updated from your production site.
  8. MODULE: Choose the area within RizePoint Quality Suite where the error occurred.
  9. URL: This is the web address of your RizePoint Quality Suite application.
  10. DESCRIPTION: Enter a detailed description of the support item, including the actual and expected results. For example: "The Food Safety report for Dan's Market in San Francisco is returning a 92% on the final score. It should be returning a 74%."
  11. STEPS TO RECREATE: Recreate the steps leading to the issue, beginning from the Welcome screen of the RizePoint Quality Suite website, or from the initial screen of Mobile Auditor. For example: "Click on Mobile Reporter Pro >> Choose audit results >> Choose the North America Management Level >> Select San Francisco >> Find the audit results for Dan's Market. Open the Audit Summary sheet and notice the score of 92%."

Once you have filled out all of the required fields, click the SAVE button at the bottom of the form. The issue is added to the Support Site issues database.