Core iQ Beginners Guide - Knowledge Base Basics

Why use Zendesk as opposed to emailing Onovative staff?

The short answer to this question is the speed at which you can receive an answer. As we focus more and more on the Help Center, we are seeing that our customers find resolutions faster through Zendesk than through emailing our Support staff directly. We have over 200 articles on the Help Center, so your question has most likely already been answered here. Using the Submit a Request button allows you to find answers faster, as well as potentially resolve your issue before submitting a request. It also cuts out the need to determine who to email with your question. Any query you have can just be submitted directly using this form and our staff will direct it to the best person for your specific needs. If you want answers fast, it is always better to use the Submit a Request button.

Submitting a support request

As a user of the Core iQ Knowledge Base, you have the ability to submit requests using our support request form, found here on our Help Center. This form will submit the ticket directly to Onovative's Support team, just like it would if you sent an email to us at [e-mail].

To submit a support request in Help Center

1. Click Submit a request at the top of the page.
2. If you want to add a CC, simply add an email address to copy a user on the ticket.

   To copy multiple users, use a comma to separate each email address.

3. Enter a subject and description of the problem.

   As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request. This is always the fastest way to find answers to common questions.

4. Add any attachments.

   The file size limit is 20 MB.

5. Click Submit.

Updating a support request by email

After receiving your support request, you will be issued an immediate email that can be used to update your request at any time. Replying directly to any of these emails will update the task that is mentioned. You can also use the My Activities area to comment on and update your support requests.

Updating a support request in My Activities with a comment or CC

The My Activities area allows you to update any existing support request that is not closed with a comment. You can also add CCs to an existing support request.

To update an existing support request

1. Click your profile icon on the upper-right side of any Help Center page, and then click My Activities.
   By default, the My Activities page displays all requests that you have submitted.
2. Click the link for the request you want to update.
3. Add a comment to update the request.
4. You can add any additional email addresses in the CC area to copy a user on the ticket. When you add a CC to an existing ticket, you must also add a comment.
5. Click Submit.

Tracking and subscribing to your organization's support requests

You can use the Help Center to track your support requests.

To track your support requests

1. Click your profile icon on the upper-right side of any Help Center page, and then click My Activities.
   By default, the page displays all requests that you have submitted. In Zendesk Support, an OPEN request is a ticket that's been assigned to an agent who is working to resolve it. A request AWAITING YOUR REPLY is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
3. To see details about a request, click the request title.

Tracking your organization's support requests

As a Core iQ Knowledge Base user, you will automatically be added to an 'organization' which represents your financial institution. This will allow you to view all of the tickets that have been submitted by members of your FI. You can even have your Data Team create Knowledge Base accounts to view all Open/Pending/Closed tickets for your institution.

To track your organization's support requests

1. Click your profile icon on the upper-right side of any page, and then click My Activities.
2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.
3. To see details about a request, click the request title. You can add comments to a request if an administrator has set it up.

To subscribe to requests for a shared organization

1. Click your profile icon on the upper-right side of any page, and then click My Activities.
2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.
3. Click Follow in order to receive notifications for new and updated requests in your shared organization.

Marking a request as Solved

You can withdraw a request by marking it as Solved. The request must be assigned to an agent before you can mark it as Solved.

To mark a request as Solved

1. Click your profile icon in the upper-right side of any page, and then click My Activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to mark it as Solved.
   The request must be assigned to an agent. Otherwise, you do not have the option to mark it as Solved.
4. Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

1. Click your profile icon in the upper-right side of any page, and then click My Activities.
2. Click All my requests in the sidebar.
3. Click the title of a solved request to open it. Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
4. Click the link on the lower side of the request to create a follow-up request.
5. Complete the follow-up request and click Submit.