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Support

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

Our support tool works in 2 different modes:

tip

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

Most common errors are listed in our FAQ.

Accessibility​

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

Support icon

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

Support menu

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

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.

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.

Taking a screenshot

End user support​

End users can submit issues any number of issues which will be triaged/reviewed/investigated by the 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 (as configured in Eftsure workspace > Parameters > Support).

tip

End user issues are not sent directly to Eftsure, but rather via email to your key user for first level troubleshooting.

Key user support

Key user support​

Once a key user receives a support request from an end user, they should first investigate and attempt to reproduce the issue (ideally outside live), confirm whether it is a valid system problem rather than a knowledge gap or configuration issue.

If the issue is identified as a genuine Eftsure-related system problem, the key user should then raise a support ticket, including all relevant supporting documentation.

tip

When key user(s) create support requests, an new ticket is created in Eftsure Zendesk support platform, and a Zendesk ticket Id is returned to allow further communication.

Create support request

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Only Eftsure Administrators can view web service logs in Workspace > Admin > Logs. Key users cannot view these logs, However, while creating an issue, logs are available in the Logs tab. Users can filter them by end user, creation date, or method name and attach to the ticket. If you are unsure which web service log is relevant, select a limited number of adjacent logs and attach them to the ticket.

To help the support team with more detailed information and enable easier investigation, please also include any logs relevant to the issue. See Support logs or consult your Eftsure administrator.

Please see Support Scope and Out of scope for further details on support coverage.

Right to Charge

Eftsure reserves the right to charge for any work outside the scope of the Support Centre. Wherever practical, Eftsure will advise in advance when a support incident is chargeable.

In general, support incidents outside the scope of the Support Centre and deemed chargeable will be escalated to the Professional Services team to resolve.

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