Assistance Needed

Last modified by Erik Bakker on 2024/08/23 12:08

This microlearning provides detailed guidelines on community management for eMagiz users. It covers aspects such as handling questions, incidents, feedback, and access to the eMagiz Portal. The guidelines emphasize self-reliance through the documentation portal and provide specific instructions for utilizing the Q&A forum, registering incidents, submitting feedback, and accessing the eMagiz Portal. Additionally, it outlines the responsibility of users in creating a valuable forum and highlights the support provided by the eMagiz Expert Services and Support teams.

Should you have any questions, please get in touch with academy@emagiz.com.

1. Prerequisites

Basic knowledge of the eMagiz platform

2. Key concepts

This microlearning centers around learning how to direct questions, incidents, and feedback to the eMagiz team.

Community management is about:

Where can I post my questions?
Where can I register my incidents?
Where can I register my feedback?

3. Community management

In this microlearning, we will explain our view on managing our community. Furthermore, we specify how to direct questions, incidents, and feedback to the eMagiz team. Before diving into the details, we again emphasise that the documentation portal contains much information to help you solve your challenges without asking others for assistance. In a way, the documentation portal becomes your initial assistant to enhance self-reliance.

3.1 Questions

The eMagiz Q&A section is a specific area where all eMagiz users come together to help each other with questions and answers in using the eMagiz platform. The primary focus is getting answers to questions about how to use & model the integrations in eMagiz or how to interpret specific log entries in the Manage phase.

3.1.1 Moderation of the forum - we need you!

The eMagiz Expert Services team moderates the forum, and the eMagiz team will try to respond promptly to your questions. In essence, we all are responsible for creating a valuable forum for everyone that helps users. So, please don't hesitate to answer questions from other users. The Q&A Forum doesn't have any support functionalities or replace that function. We hope this forum will be of value to you.

3.1.2 How to use the forum

*Ask a question*
You can ask a question by clicking the Add Question button.

*Answer question*
Anyone can answer questions via the Add Answer button. Someone from the Expert Services team will likely reply to your question with an answer.

*Accept Solution*
You can accept an answer once it provides the information needed to solve the questions. This will help other users understand whether the answer was valuable and satisfactory.

*Add comment*
Interact with the requestor via Comments

*Subscribe*
Receive email updates about interactions on a specific question

3.1.3 Turn around times

The eMagiz team is dedicated to answering these questions within the same business day unless answered earlier by other Community users.

3.2 Incidents

If you have an issue with your instance blocking the use of the platform and some deadlines result in pressure to resolve it faster, you need to register an incident in our eMagiz Support Portal.

Typical examples of incidents are the non-function of critical features in eMagiz (properties, deployment, version management, manage, and others) that need to be fixed. Or more significant performance issues in the eMagiz Portal prevent using key features.

These kinds of incidents can be registered at the Support Portal and are handled by the eMagiz Support team.

To register an incident, the following criteria apply.

You need to register as a user of the Support Portal.
When starting with eMagiz, one or more users are registered in the Support Portal.
These users are allowed to register tickets.
Specific guidance on which tickets should be registered is located in the Portal itself.

The eMagiz Support team is dedicated to resolving your incident and is in direct contact with eMagiz Expert Services if needed. Please consult your organisation's eMagiz SLA owner to understand specific agreements around response times.

3.3 Improvements

While using the platform, you may notice more minor feedback you will have. For example, the specific behaviour of the functionalities offered is not exactly working as expected yet does not result in an incident. Furthermore, you may have specific ideas for improving the use of the platform.

You can register minor improvements, minor feedback, and minor issues via the eMagiz iPaaS Portal using the feedback button on the right-hand side. Simply press the button, and you will make your comment or suggestion. What's very handy in this process is taking a screenshot of the page where you are located to illustrate the issue. This will help us resolve your feedback quickly.

The eMagiz product management team frequently reviews the incoming feedback and makes short comments towards fixing these items. We are dedicated to resolving these issues for you. Some feedback items require more effort and take longer to resolve. Others may be fixed in an upcoming release. eMagiz will make discretionary decisions on these items.

If the above options do not suffice, don't hesitate to contact your partner or eMagiz contact person.

3.4 Notice

The eMagiz Portal is only accessible to authenticated & authorised users of eMagiz clients. Users can decide what information to upload to the QA Forum, Support Portal, Feedback button, and whatnot. Using pictures and other information from the platform is beneficial and advised. Please read our privacy policy here.

4. Key takeaways