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Click on Support>Create Support Ticket from the top navigation menu
Enter any related information you can provide for our support staff to assist, including the following:
Summary
Pertinent attachments, if any
Description
Area of application
Including “data about your current environment” allows us to know the browser and page URL where the issue was encountered, which permits more accurate troubleshooting.
Click “Submit”
Reviewing
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and Replying to Tickets
To review current tickets, you must have created an EAI Help Center Account
You can view submitted tickets and status via the JSM dashboard by clicking on Support>View Tickets in EAI Help Center
Filter tickets to “Created by Me” to only tickets submitted by you
Filter tickets to “Where I am a Participant” to see tickets you have been tagged on by EAI support staff
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To reply to a ticket:
Click on the ticket within the EAI Help Center and add a response
Reply to the ticket email from the EAI Help Center (above the line, as indicated)
You can view legacy tickets (previous tickets submitted through the in-product ticketing system) by clicking on Support>View Legacy Tickets
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Creating an EAI Help Center Account
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