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Submitting a Support Request (Cloud) ​

What it is: A way to send a help request to the Draftworx support team directly from within the Cloud application, giving them temporary access to your client file.

What it's for ​

When you have a problem with a client file that you cannot resolve yourself, you can raise a support ticket. The support team will review the file and either fix the issue or contact you for more information. All support staff have signed non-disclosure agreements, so your data remains private.

How to do it ​

Submitting a support ticket ​

  1. Select the question mark (Help) icon in the top right of your screen.
  2. Select Contact Support.
  3. The Client field will auto-populate if you are already inside a client file; change it if you need to request help for a different client.
  4. In the Message field, describe the assistance you require.
  5. Check that your Contact Number is correct — the team may need to call you. It auto-fills from your practice setup, so correct it if it differs.
  6. Select OK, then select Yes to grant the support team temporary access to your client file.
  7. You will receive an email confirmation that your request has been submitted.

Joining a remote support session (TeamViewer) ​

  1. Select the question mark (Help) icon in the top right of your screen.
  2. Select Remote Support.
  3. A custom version of TeamViewer will download to your computer — allow a few seconds for this.
  4. Open the downloaded file, TeamViewerQS.
  5. Enter your name and select the Chat icon.
  6. Type your message and press Enter — a support consultant will respond within a few minutes.

Tip: You do not need to download TeamViewerQS every time. Save it to your Desktop and run it from there whenever you need help.

Cancelling an existing support ticket ​

On the Support screen, select the All Tickets tab to view active tickets, their status, and whether the file has been booked in. If a file shows as Booked-in, a support staff member is currently working on it and you will temporarily be unable to access the file. Use the cancellation option next to the ticket to cancel a request.

Source ​

https://draftworx.helpjuice.com/en_US/cloud/submitting-a-support-request-cloud