How To Use Client Portal for Service Requests or Support Tickets

Introduction

This article shows how to use request technical support using eSudo Client Portal, Email or Phone. Here is a video of the client portal guide.

We’ve made it simple to request support:

  1. Fill A Request in eSudo's Customer Service Center (see below and this is our preferred and recommended process).  Common Requests include:
    • Open New  Support Request Ticket
    • Open A New Employee and Hire Setup Ticket
    • Open An Employee Termination Request
  2. Send an email to [email protected]. Provide a good description of the situation, what you have done to fix it, and what is the impact on your work, or
  3. For URGENT issues, call us at 408-216-5800 (M-F 8x5 local time) after you submitted a ticket or email us. Urgent or Priority 1 events include company-wide outages such as server down, Internet problems, or email down.

 

Using eSudo's Client Portal to Request Support

1. Click here https://www.esudo.com, select the Customer Service link on the right side

2. Click Access Customer Portal in the middle of the screen

This is your company email address or the one you have registered in our system.  If forget your password, click Forgot Password? Or call our office if your account is not setup.

3. Enter Your Business Email and Password

Or select Forgot Your Password.

5. Check your email for the password.  Call our office if you need help and the phone number at www.eSudo.com.

6. Select Tickets menu at the top to create new ticket or view existing tickets.

Overview of the support process: 

  1. Your service request is documented and assigned to an appropriate technical specialist.
     
  2. To maintain consistency and high quality of service, the assigned specialist is given a specific period of time to isolate the exact problem and reach a resolution.
     
  3. If a resolution is not achieved within the set time frame, your case is automatically escalated to a senior support engineer. If there is a good time for the help desk team to reach you, please to the ticket email specifying the time you are available and we will make every effort to call you at that time. The senior support engineer or level 3 technician will typically try to reach you within 4-6 hours.  If we can’t reach you, we will leave a voicemail and ask that you call or email us back. We will try 3 times before the ticket is closed.
     
  4. In the unlikely event that there is a need for further escalation, the case is sent to a unique team of consultants and engineers, who will be assembled specifically for your case, in order to reach a resolution.  This may require scheduling an onsite visit. An additional charge may apply if your support plan does not include onsite service.

 

 

End of Document