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Support

This section describes how end-users can reach key users for assistance.

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

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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.

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

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User issues are not sent directly to Eftsure but rather to your key user for troubleshooting. If the key user requires escalation to Eftsure, the key user can forward the user request to Eftsure support services.

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:

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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