Introduction
The i-pro support desk is an important part of the services that i-Pro Software provide to all their clients. The main purpose of the support desk is education and support through
- Helpful and informative guides to help clients solve any issues they have quickly any time of the day or night.
- Series of webinars and short videos which demonstrate how to use key functions.
- Easy access to support wherever it is needed. Did you know you can access all features of the support desk from within the booking system and CMS?
- Provision of a range of community forums.
- Access to a trained technical support team.
We urge all our clients to use our support desk, and provide constructive feedback on the information contained within it. New guides are regularly added as we add new functionality to our product.
Links to new guides will be contained in forum posts, so please ensure that you register for updates (see section below). New guides are created to document:
- New or enhanced functionality.
- Common issues asked within support tickets.
- Reminders of existing functionality.
We hope that all our clients will find the support desk useful and informative. We look forward to receiving your feedback as we continue to focus on improving the support we provide.
This introduction guide will take you through several key features of the support desk, starting with how to log in.
Sign up and Log-in
Your on-boarding manager will ensure that support access is provided to all staff that have been identified. To gain access to new staff, please either phone the technical support number or send a request to [email protected]. Once we have validated the request the a login will be created and a activation email sent. The user must then follow the instructions in the activation email to finalise the set up of the account and set there personal password.
When the account has been activated users can access the support desk using the following URL, or directly from with the booking system (more on this later)
https://support.ipro-software.com/support/login
Once you are on this page you will have the following options: -
- Login using your previously created credentials
- Login using your google or social media account. or
- Reset your password
Top Level Overview: Getting Started
Once you are logged in you will see that the support desk is split into number of key areas.
From the support desk home screen you can perform a number of key tasks all of which are designed to help you get the help you need quickly and efficiently. By navigating down the page you will see the following options
- Perform a keyword search
- View your existing tickets
- View webinars and short videos
- Submit a ticket
- Join a discussion/forum
- Follow quick links to key sections of the support desk or
- Select a quick link to subsections of the support desk articles.
Search On-line Help
There are two easy to access quick searches
- Via the main support website home page
- From within an article.
Using the simple search you can easily search for help through our solutions, forums or your previous tickets. Articles and guides related to your search terms will be displayed as you type.
If the guide that you selected did not answer your question, why not check out the related articles, or search using a different keyword.
Once you have opened a article you will be able to perform another search (without returning to the home page) as well as follow quick links to related articles.
Viewing Existing Tickets
To view your existing tickets, select "my tickets", here you will be able to view all your tickets and their current status.
Submit a Tickets
To submit a ticket click on the "submit a ticket" icon, this will then present you with the screen below.
Stay Calm
Staying relaxed is essential to getting through your booking system emergency.
“This one’s important. We handle a lot of wide-ranging, high-pressure situations here at iPro, and our support team would not be able to handle them without keeping a clear mind and following a systematic approach. When you are calm, it helps your support team stay calm. Win-win.”
When creating the ticket please remember the following golden rules
- be descriptive in the subject line, ideally include your site name followed by the description. Client Name: "Description of the problem"
- Provide as much information as you can. The more information that is provided the quicker the resolution is likely to be
- What are you trying to achieve?
- What is the issue?
- What steps need to be taken to reproduce the issue?
- Does the issue relate to just one booking/owner/property or many?
- Have you changed anything recently?
- If you have an error message what is it?
- If possible, and if it adds to the explanation add a screenshot.
- Is there sufficient information for someone who does not necessarily know your business to understand what you are trying to achieve.
- Be polite and courteous, keep the tone, positive and informative, remember we both want the same thing.
- Can you replicate the issue? If so please record via loom.com
Examples of Good/Bad/Ugly support tickets
Good
When clicking on the link for the floorplan on the property page for Casa Felix, the guests are directed to a page that no longer exists, see attached screenshots, can you please let me know how to correct this link.
- I have agreed that the guest for booking ID 2687 can pay the deposit and the balance in several stages, how can I reflect this within the payment schedule?
- My company will be VAT registered from 1st April, what do I need to do to ensure that the VAT is correctly reflected within the bookings?
Bad
- I have uploaded a new property and I can't see it
- I have loaded an image and it is not on the website
- Problem with payment schedule on booking ID 2687
Ugly (yes this really happens!)
- ??
- 404 on web page
- Screenshot (without explanation)
- Problem with a booking ID 2687.
Follow the conversation
Once a ticket has been raised you can follow the conversation within the ticket, select the ticket you wish to view and follow the conversation.
How did we do? (Feedback)
We welcome all feedback,both as an opportunity to thank those that have done a god job, and to identify opportunities to improve if things were not so good.
When you have selected your rating, you will be able to add an (optional) comment regarding why you selected this rating.
Accessing the Chat and Help Centre Via the CMS and Booking System
To access technical support when you are logged into the support desk either click the support chat link at the bottom of any page within the booking system, or navigate via the HELP.
Chat system:
Or to go to the Help Centre select ? Help
or
or
Using these options you can access
- On line chat
- Help Centre
- Webinars
- Guides
- Forums
- and coming soon..a interactive support bot.
Chat
Chat opens an interactive chat window so you can access :-
- Chat directly with a member of the technical team for support
- Provide feedback regarding the software
- Ask questions related to invoices
- Ask for help to enable you to get the most out of the software
Select the area you wish to chat about
you can now initiate the chat
Help centre:
Help centre : Opens the main support desk home screen in a separate window. from here you can navigate to any section of the support desk.
Getting Started Guide
This is a quick link to all the getting started guides within the support desk.
Forums
There are various different forums built into the support desk which you can access here.
You can opt to follow/stop follow any of the forums by entering the forum and clicking the follow/following button. Once you have selected to follow a forum you will receive instant notifications when a post is added or modified.
Need Help?
If you need help with accessing any aspect of the support desk or discussion forums please contact technical support.
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