The Talmundo Customer Support Portal is an online platform where clients can access the knowledge base articles, videos and submit issues and requests.
In this article we are going to explain:
- Where to find the Support Portal
- How to Register
- Ticketing System
- Company Admin role
- Where to find the Support Portal
There are two options to access the Portal:
- From the Admin Back-End , through the Help Button. Click on ‘Contact us’ ‘Check our Support Center here’
In the ‘’Knowledge Base’’ section, you can search for any of the Talmundo Articles and/or FAQ’s available.
Next to this, by clicking the ‘’Open’’ icon you will be redirected to the Support Portal.
- For users who don’t have access to the Back End, the following like can be shared: https://talmundo.freshdesk.com/support/home
- How to Register to the Portal
Go to https://talmundo.freshdesk.com/support/home click on ‘’Login’’ at the top right of the page.
Once this step is completed, an activation email will be sent to your provided email address.
This activation email will contain a link with instructions to set your password and create an account within the portal.
Follow the provided link to activate your account and set your password.
Now you will be able to edit your profile details, such as password and name. Next to this, the ‘’View my tickets’’ button will be available:
- Ticketing System
To submit a ticket , click on ‘’Submit Ticket’’ top right corner of the page.
Make sure to provide detailed information about the issue or query in the designated fields and, if possible, attach any necessary files or screenshots that might help in understanding the problem.
When submitting a ticket you can choose what type of ticket is being submitted and, for which environment/product Onboarding or Offboarding. This is not mandatory, if you are not sure leave It blank.
In the Module/Area dropdown, users can provide more details regarding the ticket, if you are not sure about which area to choose, please select Other or leave this option blank.
Below the email address box, by clicking ‘’Add cc’’, additional contacts can be added to the ticket.
Lastly but not least, is the Priority level of the ticket. Please find below our standard SLA. This is the default SLA for all customers, unless otherwise agreed.
Error level | Definition | Conducted investigations | Solve time |
Level 1: Critical | Operating stop for all user. The Service is unavailable with severe influence on processes. |
Within one (1) hour after the inquiry has been registered. |
8 hours |
Level 2: High | The Service is unavailable for some users or process critical features are completely unavailable. |
Within two (2) hours after the inquiry has been registered. |
4 days |
Level 3: Low | Less critical functionality does not work optimally, affecting the process to a lesser extent. |
Within eight (8) hours after the inquiry has been registered. |
As agreed |
Critical Priority: the system is down or the issue is critical, preventing you from performing your job. Immediate attention is required to restore functionality.
High Priority: the issue is affecting your job, but there is a workaround available. While it's not an emergency, it needs attention to improve your workflow or resolve a problem.
Low Priority: The issue or ticket has minimal impact on your work, and you can continue your tasks without significant disruption.
After submitting your ticket, the system will automatically generate a confirmation email. This email will acknowledge the successful submission of your ticket.
Now that we know how to submit a ticket, let’s look at the Ticketing system available in the Support Portal.
By clicking ‘’View my tickets’’ the user will be able to see all the tickets submitted with their status and filter by created date and/or status. It is also possible to search for a specific ticket with the search bar at the top left corner.
Here’s a breakdown of the status of the tickets and their corresponding explanation:
- Being Processed: this status indicates that the ticket has been successfully submitted, and the support system is actively processing the request. An agent is yet to review the ticket and will respond at the earliest opportunity. Clients should expect a reply soon.
- Investigating: when a ticket reaches the "Investigating" status, it signifies that an agent is actively looking into the reported issue. Depending on the complexity of the problem, the agent may need additional details from the user to further investigate and resolve the issue effectively.
- Issue Submitted to IT: this status indicates that the support agent has identified the problem, and it has been escalated to the IT department for resolution. The agent will follow up with the user once the IT department has resolved the issue.
- Awaiting Your Reply: the support agent requires extra details from your side.
- Closed: the ticket has been closed by the agent. This status is applied to tickets that do not necessitate further action or when the client is unresponsive.
- Resolved: the reported issue has been resolved, and the ticket is now considered closed. A satisfaction survey may be sent to gather feedback from the requester regarding their experience with the support process.
*Please note: Open and Closed tickets status will appear in green instead of orange.
If necessary, every users can get a detailed export of all the tickets submitted, by clicking the export button at the right bottom of the page:
*Please make sure to filter the desired tickets before exporting. i.e. export only open or pending tickets
- Company Admin Role
In the Talmundo Support Portal, an Admin User can be designated. This person will have specific privileges allowing them to efficiently monitor, filter, and manage the tickets submitted by their company.
Admin User Permissions:
- Access to All Company Tickets: the Admin can view and monitor all the tickets generated by the company within the Talmundo Support Portal. This includes the tickets submitted by various users or departments.
- Filtering by Requester: can filter tickets based on the requester. This functionality enables the user to specifically sort and view tickets according to the individuals or departments who initiated the requests.
- Export of Submitted Tickets and Their Status: if necessary, the Admin can get an export of all the tickets submitted within the organization.
To assign the role of Admin User in the Talmundo Support Portal, please reach out to support@talmundo.com