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Support for key users

This section describes how to use the support feature within Eftsure extension.

The main purpose of this feature is to improve troubleshooting process by providing more sufficient information on issue and avoiding unnecessary communications.

This feature is available in 2 different flavours, depending on the user's permissions:

Key users can raise tickets with Eftsure support for issues or bugs.

End users can send requests to their key users, who can escalate to Eftsure support if needed.

Some common errors due to configuration or incorrect process which can be viewed in FAQ.

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For urgent verifications, please use our Urgent Verification tool instead.

Accessibility​

Our support feature can easily be accessed from Eftsure workspace using the red headset icon.

Screenshot

The feature is also available in any D365 form (Eftsure enabled) where the Eftsure ribbon icon Screenshot is available.

Screenshot

This feature is also available in many other forms where the Eftsure ribbon icon is not available (Wizards, Dialogs, etc.)

Screenshot​

Upon clicking on the Support button, an attempt to take a screenshot of the current screen will be performed, resulting in a user prompt to approve the capture. The user can cancel the request for business/confidentiality reasons, however screenshots help the receiver to troubleshoot your issues.

If the screenshot permission is allowed, a screenshot image will appear in the attachment list.

If the screenshot is cancelled, no screenshot will be attached to the support request.

Screenshot

Context​

This feature is context aware and will attempt to provide the context alongside the support request.

If a vendor, bank account, onboarding is currently selected, it's details will be passed along.

Similarly, if the selected record is a webservice log or trace, it will be automatically added as attachment. This is especially useful to provide additional information to facilitate troubleshooting.

Support modes​

Support mode depends on user permissions.

If the user has been granted Eftsure administrator role, support feature will behave as Eftsure support.

Otherwise, support feature will behave as key user support.

Key user Support Mode​

End users can submit issues to their key user. The support form will appear in simplified mode where the end user can enter a subject and a description for the issue.

Upon sending the issue, a new email will be added to the D365 outgoing email queue, sent from the current user to the internal key user (configured in Eftsure workspace > Parameters > Support).

Screenshot

Eftsure Support Mode​

Key users can submit technical issues to Eftsure support team for triage and answer according to the customer's SLA. Upon sending the issue, a ticket will be created into Eftsure's Zendesk ticket system and an automatic answer will acknowledge the receipt of your issue. A support engineer will shortly respond to attend to your issue.

For Key users, the advanced version of the tool will be displayed. Further details should be entered.

Screenshot

The following additional details will be collected:

  • Vendor or onboarding identification (if applicable)
  • User (Leave empty if issue applies to all users)

User will need to input minimum 20 characters in these mandatory fields which will assist support team to investigate.

Alternate Support​

The D365 Support tool is the recommended approach to engage with Eftsure support as it provides a lot of information to help troubleshoot our customers issues.

In case of  outage, you can also reach Eftsure support via:

info
Phone support opening hours: (Mon – Friday)
  • Australia 09:00 AM to 06:00 PM EAST
  • United States 9:00 AM to 5:30 PM PST

Attachments​

An attachment section will list all files attached to the support request. Although some attachments are auto-generated, the user is encouraged to provide as much information as possible to minimise troubleshooting/resolution duration.

Amongst others, a copy of the current configuration is attached by default.

Please consider attachment(s) size before sending. In most cases, attachments over 20Mo are rejected by email servers,