Using the Khoros Community Case Portal
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 support@khoros.com and provide the following information: Full Name Email Address 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 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 organization's cases, you can view them by clicking on 'Account Cases' Managing Existing Cases Click on the title 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. 2. ToClose a Case, click Close Case at the top right corner of the page. Additional Information 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 support@khoros.com with details of the issue you are experiencing.Guide to reporting issues
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 noteverything 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 Expected Behavior Actual Behavior Browser and OS Username, Roles, or Ranks When asking a question or making a request to Khoros Support, please provide the following information: Subject 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.Escalating Support Cases
Some tips before escalating In the case portal, you have the ability to set/change the "Customer Priority" field between low, normal and high. When issues are urgent but not necessarily world ending, changing the priority to "high" will push it up the list of issues based on your support level, which is a good way to get support's attention to an issue. One thing to avoid if possible is creating a case and escalating it that same day without a strong reason. Same day escalations are generally pushed back on to allow them to go through the standard support triage process and gather all necessary information before bringing in other experts or teams, but short-cutting tends to be disruptive to that process and introduces further delays. While it is important to stay in close contact with your CSM or account rep, we strongly recommend bypassing them for escalations and instead escalating directly via the case portal. Ad-hoc escalations create back channels and can duplicate efforts, which has resulted in delays or confusion around escalations. CSM's are also informed around escalations automatically, so they will be aware. When should I escalate? You should escalate when there is urgency involved in a support ticket. This would include issues such as, but not limited to: Time constraints (SSL cert expiring, deadlines, events, etc.) A major impaired function that does not qualify as an severity 1 issue SLA missed for first response Unresponsive or lack of updates in a case While we'll do our best to keep it to a minimum, there will be times when escalated issues will not be accepted as an escalation. If/when that happens, an automated reply will be sent to inform the user who originally escalated the case. Decisions around escalations are entirely at the discretion of the team responsible for escalations. Additionally, the escalation feature is not designed to replace the outage alias. Any issue which qualifies as being of outage severity should continue to go through the standard outage process of emailing outage@lithium.com or setting the case severity to "1". When can I escalate? All Severity 1 cases (outages) are automatically escalated to our Mission Critical Support team and thus do not require further escalation. Cases that were submitted with a lower severity rating can be escalated four (4) hours after the original submission. Can I escalate outages? All severity 1 issues are considered outage level and it's not necessary to escalate since an on-call team is available 24/7/365 for issues that qualify. S1 cases are already at the highest and most visible level possible. How do I escalate a support case? Aftera case has been created, the option to escalate it will be available. Simply open the desired support ticket within the Case Portaland click Escalate Caselocated in the escalation information section. Anew 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. What if I'm not satisfied with the current escalation decision or progress? Should you be unsatisfied with the results of your case escalation, you have the option to go up a higher level by clicking the "Escalate Case" button again. When the "Escalate Case" button is used again, you'll be presented with a different form acknowledging the next-level escalation and again requesting you provide an explanation around the reason for escalating again / higher. Once submitted, an Escalation Manager will review the request and respond directly within the escalated case. You can perform this process multiple times. The higher the escalation, the more members of Leadership or Management will be involved. Here's a breakdown of the various levels and what occurs: Level 1: The case is escalated to our senior support engineers, team leads and managers. Level 2: All of the previous team is alerted, but the escalation is extended to senior managers, directors and your account's Customer Success Manager (CSM). Level 3: All of the previous manager groups from Level 2 are alerted, but in addition, the Senior Director of Global Technical Support will be included. A full analysis will be completed to understand why this case needed an escalation to this level. Level 4: All of the managers from Level 3 are alerted, but our VP of Support is also alerted and will take personal responsibility to drive through to completion.Cases Activation and Deactivation
Question How can I activate/deactivate users to view and submit cases through the case portal? Answer To activate a case portal user, please create a case by emailing support@khoros.com and mention that you want to ACTIVATE this user: Full Name Title Email Address Phone Number Khoros Community Username (the user must be registered on this community first) Community and/or Account To deactivate a case portal user, please create a case by emailing support@khoros.com and mention that you want to DEACTIVATE this user: Full Name Email Address Khoros Community Username (link to profile is preferred) Community and/or AccountHow many users are we entitled to get access to the Case Portal?
Question How many users are we entitled to get access to the Cases area? Answer Standardcustomers are allotted 5 case portal seats. Premiumsupport customers are allotted 10 case portal seats. If you need to add/remove any users (the latter to make way for new additions), please follow the process outlined in our case portal activation guide. Note: If you have more than one community, you can spread the "users" as desired. For example if you had two Premium Support communities, you could potentially have 8 users for Community A and 2 users for Community B.How do I close a support case that's been resolved?
When you have an open support case, you will be able to see a new button on the case details page with the option to Close case. Once you are happy that your support case has been resolved you can click on the button, which will trigger a popup box confirming that you would like to close out your case with the support team. Once you have closed your support case you will be able to find it in the Resolved tab in the Case Portal. Note: If you wish to let us know why you are closing your case, please feel free to leave a comment on the case before closing. You may also receive a survey after the case is closed.
