Guide
Bigsun Support Portal Guide
How to get help from Bigsun after go-live: sign in to the Support Portal and raise a ticket for any support need or issue.
What is the Support Portal?
The Bigsun Support Portal is where your users go whenever they need help with the software after go-live. Instead of sending requests through different channels, users raise a ticket in the portal, so every support request reaches the Bigsun team in one place.
How it works
Login to your support portal
Sign in to the Support Portal with the credentials Bigsun gave you once your company went live with the implementation.
Click on the Add Ticket button
Click the Add Ticket button to create a new ticket.
Select the type of ticket
Choose the type of ticket you want to raise: issue related, support related, enhancement related or new development related. Then click the Next button.
Enter the ticket details
Select the page related to the ticket, enter a short and a detailed explanation, add any attachment related to the ticket, and click the Save button.
Get your ticket number and track it
After saving, a ticket number is generated and the user can view the status of the ticket.
Tips for a faster resolution
When raising a ticket, it helps the team if you include:
- What you were trying to do and what happened instead.
- The screen or module where it happened.
- The steps you followed, so the team can repeat the problem.
- Any message shown on the screen, copied exactly, and a screenshot if you have one.
Support ticket or change request?
| Support ticket | Change request (CR) | |
|---|---|---|
| Use it when | You need support or are facing an issue | You want a change or addition to the software |
| Raised in | Support Portal | CR portal |
| Raised by | Users | Management |
Frequently asked questions
When do we get Support Portal credentials?
Once your company is live with the implementation, Bigsun gives the Support Portal credentials to the client.
Who raises a ticket?
Your users raise a ticket in the Support Portal whenever they need support or face an issue.
Should I raise a ticket or a change request?
Raise a support ticket for support needs and issues. If you want something changed or added, a Change Request is raised in the CR portal instead. See the Change Request guide.
Talk to the Bigsun team
Questions about our software, services or implementation? We would be glad to help.