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Community Manager
Posts: 96
Registered: ‎04-08-2014

Getting to Know the New Customer Portal

[ Edited ]

Hi Customers,

 
Our support team has created this helpful document to you get started with our new Customer Portal.

 
The Ooyala Customer Portal allows you to centralize all of your Support Cases in a single web site, where you can follow up with our Support Team for any inquiries or assistance you may require and manage your account.

 
LOG INTO THE CUSTOMER PORTAL

You can access the customer portal via our Help Center at http://help.ooyala.com/, click on the top right button “TECH SUPPORT” , or directly at http://help.ooyala.com/tech-support. Please note the bar on top of the login page provides information about our systems status, here you can know if there is an outage or service degradation.

Simply fill in your User Name and Password, then click on the "Login" button, you will then be redirected to our Customer Portal site.
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The Customer Portal is divided by two main sections, one for customer information and the other one to manage your cases and creates new ones.

 
HOME PAGE

From here you may edit your profile by clicking the “My Profile” button on right top corner. You can erify for any recently created cases, and also create a new case directly from the “New Case” menu. From the left menu you can also access the FAQ , Knowledge data base, and Subscribe to the product Release Notes.
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My Profile

This page will show your contact information along with relevant data that would help us provide a better service based on your location and language. By clicking on the "Edit" button, you can change the data for all fields with the exception of the "E-mail" field, should you wish to change your contact email, please refer to your Customer Success Manager or our Technical Support team.


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You can also set a new password for your Customer Portal log in. Please note that you will be required to enter your old password in order to set a new password.

 

CASES

You can find all of your active support cases along with advanced search capabilities. From the drop-down you can quickly access your support cases, including closed ones.
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Clicking on the "Create New Case" button opens a drop-down menu with a products list. Click the product type where you have the issue, you will then be redirected to a new page in order to submit the information to the Tech Support team.


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From there you will have a new view in order to address your inquiry; notice the fields marked in red are required in order to generate your support case.
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Please keep in mind that the more information you share with our Technical Support team, the easier it will be able to identify and troubleshoot the root cause of your issue or inquiry in a timely fashion.

 
Once you finish including all required data, you can click on the "Submit" button, and a new Support Case will be created.  You will then be redirected to the Case Detail site. At this point, you can no longer change any information previously set in your Support Case.

 
The "Case Detail" page will allow you to review all communications between you and our Technical Support team via Case Comments.  Clicking on the "Add Comment" button will let you create a new comment which will in turn be received by our Technical Support team. Responses from our Technical Support Team will also be displayed as Case Comments here.

 

 
NOTIFICATIONS

You will receive email notifications to your contact e-mail whenever:

    •    A new user with your e-mail address has been created on the Customer Portal.
    •    A new Support Case has been Created.
    •    A new case comment from our Technical Support team has been added.

 
CLOSING A SUPPORT CASE

As an added feature, you can also close a Support Case should you feel your inquiry has been addressed by clicking on the ‘Close Case’ button. You will then need to provide a "Case Reason", and set the "Status" of the Support Case to Closed, you can then click on the "Submit" button and your support case will be closed, also you can ask for closure in a case comment to the Technical Support team.

After a case has been closed you may receive an e-mail with a short survey about the service that Technical Support team have provided. Please take a moment to let us know how we are doing. Your satifaction is very important to all of us here at Ooyala.

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