Getting To The Website:
To start go to edx.com/support to find the link to the EDX Wireless Support Portal. Once in the Support Portal, we recommend taking a moment to bookmark this page for future use.
Support Portal Overview:
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.
Note: you can use the Support and Training Portal without signing in to create a request. However, the benefit to signing in is that you will have a central location to submit your requests and track the progress of each request.
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.
To Create An Account:
To create an account click on the login button in the top right corner of the screen and choose sign up. You will need to enter your email address and select “send link.”
Once you receive a confirmation email in your inbox, click the link and you will be redirected back to the login page where it will prompt you to create a password.
Now that you have created an account you will start receiving notifications for the requests you have submitted.
To Submit A Support Ticket:
Click on “EDX Wireless - Support”, this will redirect you to the request form.
Note: that the more detailed information you provide the quicker we will be able to troubleshoot your issue.
2. On the form you will need to provide:
Your company name, your name, email, phone #, and industry
Summary - the summary is more of a title that best describes the issue you are facing)
Description - for the description please remember to be as detailed as possible here
Note: typing in the description field will automatically search for related self help articles that may solve your issue.
Add attachments to your ticket - we recommend screenshotting error messages and adding any relevant files that we may need to see in order to understand the full extent of your issue and provide faster solutions
The name of which product you are requesting assistance with
Which version of the software you are using and the serial number (from Help>About), the specific feature of the product you are referring to, indicate if your software is operational, and if this issue is preventing you from getting your work done
Required resolution date - this date might be attached to a project deadline
Additional notes if you feel more information needs to be added to provide a more detailed description of the issue.
3. If you want to add additional information after your request has been submitted, you can go back to the customer support portal and edit any fields in the form
4. One you submit your ticket you will see a confirmation screen and you will also receive an email copy of the support request.
5. Lastly you will receive an automated message response from our system letting you know that your request has been seen by a member of our team and is currently in our queue.