Customer Support Portal User Guide
This article describes how to perform any of the following actions in the Customer Support Portal:
Signing In
To sign into the customer portal:
- Access the Customer Portal (https://support.oceantg.com)
- In the top right-hand corner, click Sign in.
- If you have previously signed up and have access credentials:
- Enter your Email and Password.
- Click Sign in.
- If you do not have access credentials and have never accessed this site:
- Click Sign up.
- Enter your Your full name * and Your email *. (Both of these fields are mandatory.)
- Click Sign up. A link to set your password will be sent to the email address you have entered.
- Click the link in your email to set your password.
- If you have previously signed up and have access credentials:
You are now signed in successfully.
Submitting a Request
To submit a request:
- In the top right-hand corner, click Submit a request.
- Complete the required fields:
- Type of Support you need: Question, reporting an issue, need assistance with configuration or setup, or you are suggesting a new feature.
- Product: Learning & Assessment, Crew Management, or Fleet Management.
- Category: Select a product area that best fits your inquiry.
- Impact: If you have selected to ‘report an issue’ in the ‘type of support you need’ option you will be presented with the ‘impact’ field where you can select from choices as to how many users are impacted by the issues.
- Ability to Operate: If you have selected to ‘report an issue’ in the ‘type of support you need’ option you will be presented with ‘ability to operate’ field where you can outline select from various choices how the issue is impacting your operations.
- Subject: As you populate the two sections above, this helps to auto populate search results are relevant to your issue. If the search results do not assist, you can amend the subject to outline the nature of your issue. For example: (insert image)
- Description: Provide detailed information about your problem or question. Document steps to reproduce, details of any error messages, timestamps of error occurrence, details of configuration change requested, details of suggested enhancement and benefit it would bring etc.
- Attachments: Add any relevant files or screenshots (up to 50 MB).
- Click Submit.
Once submitted, you will see the following page.
A notification will also be sent to the requestor’s email address.
Updating a Ticket
To update a ticket:
- In the top right-hand corner, click your profile icon.
- Click the Requests menu item. (This shows all your submitted tickets.)
- Click the relevant ticket title.
- Scroll down to the comment section.
- In the comment box, enter your update or additional information in the comment box.
- If necessary, add any new attachments. (Optional)
- Click Submit.
Tracking a Ticket
To track a ticket:
- You can use either:
- The status filter to view tickets by their status (Open, Pending, Solved).
- The search box to find specific tickets by keywords.
- Click the ticket title (this expands to show detailed information and history of updates).
- Additionally, you can include:
- CC Other Users: If enabled, you can add other users to the ticket by entering their email addresses in the CC field.
- Mark as Solved: If your issue is resolved, you can mark the ticket as solved by selecting the appropriate option in the ticket view.
- Follow-Up Requests: Create a follow-up ticket if you need further assistance on a solved issue.
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