Viewing Your SalesManager Support History

Derek Torres
Derek Torres
  • Updated

Important Note: NorthBoundary is now SalesManager. SalesManager retains all of the customer relationship management and proposal automation benefits of its predecessor, allowing you to create proposals, manage your sales funnel, win and retain top customers. To read more about this exciting change, click here.

 

The ServiceTrade Help Center allows users to track support requests for themselves and their organization. Before you begin, you will need to register your user on our Help Center.

Create a Help Center User

Click the following link to learn how to create a Help Center User.

 

Video Walkthrough

How to Track Your Support Requests

Once you have created a user and logged in to your account, you can view your support requests.

  1. Click your profile icon on the upper-right side of any help center page.
  2. Then click Requests.

    Requests.png

    • By default, the page displays all requests that you have submitted.
      My_Request_Page.png

  3. To filter your requests by status, select an option from the Status menu.
    Status Definition
    Open
    Open.png
    is a ticket that's been assigned to support and we are working to resolve it.

    Awaiting your reply

    Reply.png

    is a ticket that's been assigned to support, but we are waiting for more information from you before resolving the ticket.

    Solved

    Solved.png

    is displayed when work on the ticket is complete.
    Note: We recommend if a request has been marked 'Solved' and you have a new question, that you create a new request.
  4. To search your requests, enter a search term in the Search Requests box.
  5. To view details about a request, click the request title.
    Request_Page.png
  6. You can reply in the text box at the bottom of the page.
  7. Click Submit when done.
    • Note: Everyone who was CC'd on the original email or request will receive an email of this new message, and it will be included on the original email thread. You can also respond via email but we recommend you use your Request History to respond.
  8. After a member of our Support Team has replied you will have the option to Mark the ticket as Solved. Click this if your ticket has been completed. Otherwise repeat Steps 6 and 7.
    Mark_Solved.png

How to Track Your Organization's Support Requests

  1. Click your profile icon on the upper-right side of any page
  2. Then click Requests.
  3. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

    • Note: The link appears only if you're a member of a shared organization.

  4. To see details about a request, click the request title.

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