This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community.
To access the Atlas Case Portal
Register for Khoros Atlas using the email address you log into the Khoros Platform with, and follow the email verification steps.
Once registered and verified, email email@example.com and provide the following information:
Khoros Atlas community username
Whether or not you will need access to all of your organization’s cases.
What environment/Khoros product you will need access for
You will receive a confirmation email once the team has granted you with access, at which point you will be able to access the Case Portal.
Creating a New Case
Click Create Support Case.
2. Fill out the form, including as much detail as possible, attach screenshots where relevant, and save your Case.
Looking for an existing case
Go to the main Case Portal page to view all open/resolved cases that you personally created.
From here you can both search for your case by Case # or subject, and review the status and last response for each Case.
If you requested access to the organizations cases, you can view them by clicking on 'Case View' and then click on 'My Organizations Cases'
Managing Existing Cases
Click on the subject of an existing case.
2. To Reply to the Case, scroll past the Case Details sections to the thread of comments beneath. Add a new Comment to reply and update the Case.
3. To Escalate a Case, scroll to the bottom of the Case Details section and click the Escalate button.
A new form displays along with some details and instructions. On that form, provide a summary of why the case needs to be escalated to an Escalation Manager for review within 4 business hours.
After you've filled out the escalation summary and submitted the request, an alert is sent to an Escalation Manager for review. An Escalation Manager will review the request and reply directly in the case you escalated with a decision or plan of action
4. To Close a Case, click Close Case at the top right corner of the page.
Escalating Support Cases
Guide to reporting issues
Troubleshooting the Atlas Case Portal
If you experience any issues while navigating the Case Portal, please submit a new Case and the team will investigate.
If you are unable to submit a new case, please contact firstname.lastname@example.org with details of the issue you are experiencing.
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So you've launched a subscription with one of our products and ran into an issue or have a question that you couldn't find the answer for on this community. Don't fret - we've got you covered! It's our mission to ensure your support experience is seamless and effortless.
If you have access to the Case Portal, you might have noticed a lot of fields on the new case submission page. Why is all of this information necessary / required?
We understand that not everything you submit to us will merit this information. For example, if you have a simple request or a question, providing steps to replicate or describing the expected and actual behavior may not be relevant. However, the more information you can provide from the start, the faster your experience will be.
For all service requests, whether to report a defect or simply a question, there are some fields that will help us solve for your query more effectively.
Subject - Just a brief summary, a tweet if you will, about the request
Description - Here's where your novel goes, with the entirety of the request
Customer Priority - By default, this is "normal" but sometimes there's a High or Low priority request. These should be compared to your others, meaning 90% of your request would typically be "Normal" in priority.
Severity - These are contractual levels, but take a look at our Support Page for some definitions. This is a field you can't change once submitted, but our support team can if appropriate.
When reporting a defect or issue to Khoros Support, please provide the following information:
URL of Khoros Product and/or URL(s) of where the problem occurs
Steps to Reproduce
Browser and OS
Username, Roles, or Ranks
When asking a question or making a request to Khoros Support, please provide the following information:
Description / Request / Question
URL of Khoros Product
Providing the above will eliminate the chance for any confusion or unnecessary back-and-forth that may lengthen the time your case stays open.
On a final note, a picture is worth a thousand words - if you're able to attach screenshots to your case submission, it will be extremely helpful to the team in getting your case moved along even faster. And if a picture is worth a thousand words... a video is worth a million! If the issue you're experiencing is intermittent or rather involved, capture it on a quick video. There are several applications out there that offer video capturing of your screen - Jing is a great free tool to try and works on both PC and Mac.
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Khoros Support tracks a notification list to always keep you and your team up to date on news about our product as well as specifics for your particular environment.
These notification lists are used for:
Khoros Communities and/or Care upgrade notifications
Maintenance that falls outside of the standard maintenance windows
Miscellaneous product updates
For notifications of any system-wide availability updates, potential issues with critical third party services (such as Facebook or Twitter) that we learn about, or any other mass outage of our platform, please subscribe directly to status.khoros.com via email or SMS.
If you purchased the Gold or Platinum support package and have access to the Case Portal, you can view the contacts and emails we have on file for each of these lists here.
Please contact Support any time to update either notification list and ensure members of your team/organization are notified of important updates!
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