...
On the homepage of the Support Portal you will find important EDX updates and notifications. The search bar allows users to scan through the EDX self help library of articles and videos which provide on-demand help to troubleshoot issues you might be facing. For example, if you were having issues with your Bing™ Map layer, you could type “bing map” in the search bar and pull up all articles related to the Bing™ Map.
There are three types of ticket requests which can be submitted through the Customer Support Portal: 1) free training, 2) end user support, or 3) a sales inquiry. The requests have been separated this way because each type requires a different approach when addressing them.
A training request should be submitted when you need help in understanding or applying a particular software function or feature to your existing project or study. These free 1-hr training events are provided by our Support and Training Specialists via Zoom sessions.
A support request should be submitted when you are experiencing a bug or encountering an error message in the software. These are issues that prevent you from completing a project or study as a result of a dysfunction of the software or system.
A sales inquiry should be submitted when you have a question related to your existing account or a request for a new quote. These requests are forwarded directly to the sales department.
The fourth request type: “EDX Wireless - Testing” is for internal use only and is used to help expedite EDX internal processes as we continue to improve our products.
...
In the top right corner of the Support Portal page, you will have access to: your profile and the Requests button (which gives the options: Created by me and All). The search function (Find help and services) mentioned earlier is located in the center of the page near the top.
Note: After clicking the Requests button and selecting either “Created by me” or “All”, a Requests window opens and the default dropbox will display “Open requests.” In order to see all of your tickets you will need to click the drop down arrow and select “Any status.”
If you’d like to see if a particular ticket has already been submitted, use the Requests search bar to search the content of your recent tickets. To exit the Requests window, click the “EDX Wireless” link in the top left corner of the window.
...