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How to Create a Case for Ad Products and Video Platform

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Started ‎03-10-2016 by
Modified ‎09-28-2017 by

How to Create a Case for Ad Products and Video Platform

by Ooyalan ‎03-10-2016 08:05 AM - edited ‎09-28-2017 01:36 PM (1,464 Views)


How to Create a Case for Ad Products and Video Platform

 

Getting a Support Seat

Home Page

Steps to Create a new Case - Ad Products

Steps to Create a new Case - Video Platform

Required Information

Attachment

How to use Case Filters

How to add a Comment in a case through support portal

How to request a Case Closure

How to Clone Case

How to Re-Open a Case

How to Escalate a Case

Default Watchers

Notifications

Case Creation

Case Comment added

Case is awaiting customer for more than 1 day waiting 24 hours

CSAT Surveys

 

 


 

 

 

Getting a Support Seat

Once you get a support seat, a welcome email will be sent to your email account.

 

image01.png

 

 

 

 

 

 

 

Home Page

image02.png

To log in, you have to insert the provided username (a) for your support account and the password (b) and click the Login button (c). If you have forgotten your password, you can ask for a password reset(d).

 

 

 

 

 

Steps to Create a New Case - Ad Products

 

  1. Go to the URL: http://help.ooyala.com/tech-support, and login with your support portal credentials.

 

  1. Click on the “New Case” button to create new case.image03.png
  2. Select “Ad Products”.image4.png

 

 

Steps to Create a New Case - Video Platform

  1. Go to the URL: https://customerportal-ooyala.force.com/, and login with your support portal credentials.
  2. Click on the “New Case” button to create new case.image05.png

 

  1. Select “Video Platform”image06.png

 

 

Required Information

Enter the field information requested and click the  “Save” button.

  1. For “Solution Component” you can select different categories depending on the issue you are reporting. Please note that “Other information” section will be conditional from the solution component selected.
  2. In the “Additional Comments” section, please add as many details as possible. This will help Technical Support to troubleshoot the the issue faster.

 

image07.png

 

NOTES:

  • Fields marked with a (*) are mandatory.
  • The “Other information” area (marked with 2) may vary according to the selected value in the “Solution Component” field (marked with 1).

 

 

 

Attachmentsimage08.png

 

Attachments can be added to provided documentation for solving the problem. For example a screenshot of an error can be attached.
To attach a file you have to click in the “
Add attachment” button.

 

 

 

 

How to use Case Filters

 

With the case filters, you are able to choose the cases to display. For example, if you are interested in cases created by the company, you would have to select Company Cases under the Cases type label, (a) then click apply and the cases displayed would be only the Company cases.

 

Another option is to use filters together. If you need to display the cases created for video platform with a severity 3, you would need to choose from the Product Type (b) video platform and then go to Severity (c) to choose severity 3 and click Apply.

This are the filters available:

  1. Case type(a):
  1. My cases filter will show cases created by the user
  2. Company Cases will show cases of the company
  1. Product type(b):
  1. Video platform filter will show cases created under the option Video platform
  2. Ad products filter will show cases created under the option Ad products
  1. Severity(c): This option will filter the cases for severities, various severities can be choose
  2. Status(d): The status filter will display the cases that matches the status chosen

image09.png

NOTES:

  • If no filter is selected and click “Apply” it will show all cases.
  • If there are no cases that match the filters applied it would show the following message in the case area “There are no cases to display”.

 

 

 

How to Add a Comment in a Case Through the Support Portal

 

Case comments can be used to communicate with Tech Support Team.

To add a new comment you have to:

  1. Select the case to add a comment from the case numbersimage10.png
  2. Click the “Add a Comment” buttonimage11.png
  3. The page will display a Comment text box. To add the Comment click the “Submit” button.

image12.png

 

 

 

 

How to Request a Case Closure

 

Requesting a Case Closure is when the issue has been resolved by Ooyala or your end and no further action is required.

To request it you have to:

  1. Select the case to request case Closure from the case numbersimage13.png
  2. Click on the “Request for Closure” button

image14.png

 

 

How to Clone a Case

 

If a case is cloned the information of the original case a new case will be created but the information of the original case will be set for the clone.
The information for the new case can be modified before its creation.


To Clone a Case you have to:

  1. Select the case to clone from the case list in the home page
  2. In other information select the “Clone Case” button

image15.png

  1. A new case form will be filled with the original case information. Select “Save” to create the new case

image25.png 

 

 

 

How to Re-Open a Case

 

When a case is closed can be re-opened to do that follow the next steps:

  1. From the cases list pick the CLOSED case that need to be re-opened.
  2. In other Information select the “Re-Open Case” button.image17.png
  3. A new comment needs to be added to the case in order to be re-opened. Write the comment and click the “Submit” button.image17.png

 

 

How to Escalate a Case

 

A case can be escalated through the case details section.

  1. Select the case to be escalated from the case list in the home page.
  2. Go to Other information and click on “Escalate” button.

image18.png

 

Default Watchers

 

Default Watchers are added automatically on each time a case is created. To define the Default Watchers you have to follow the next steps:

  1. From the Home screen click on “My Profileimage20.png
  2. Select Editimage19.png
  3. Scroll down to Preferences, add the Default Watchers and click Save.image21.png

 

Notes:

  • The existing Default Watchers are shown in Preferences under the Label “Default Watchers” (*)

 

 

 Notifications

 

Notifications of any change or comment made to the Case would be made through e-mail.

 

 

 

 

 Case Creation

 

When a Case is created an email will be sent to your account with the following message:image22.png

 
Case Comment Added

 

When a Comment is added to a Case, the notification with the comment text will be sent to your mail account with the following message:

image23.png

 

 

Case is Awaiting Customer for More than 1 Day Waiting 24 Hours

If a customer takes 24 hours to answer a comment on the case and the case status is “Awaiting customer” an email is sent with the following content

image24.png

 

 CSAT Surveys

 

When a Case is closed an email to you is sent. This emails contains a link to a survey so you can evaluate the service given by Tech Support Team. The email will contain the following message:

 

Create new case - Ad and video platform     
www.ooyala.com • sales@ooyala.com • 1-877-3-OOYALA