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How to Get Help

Jacob Scotti
Updated

Here at Solertiae we always happy to assist and attempt to resolve any issues that you may be facing.

 

First, this help center is intended for Partner Essentials and Work Essentials customers, if you are an existing Solertiae Systems client we highly recommend signing into your client-specific help center where you will find articles specific to your organization and custom ticket creation forms tailored specifically to your organization's needs. These forms enable us to get your issue resolved quicker and more efficiently. In order to protect the privacy of our clients we cannot disclose the location of the aforementioned client-specific help centers here; if you are unsure where to log in either ask your manager.

 

Logging In

To log in click Sign in in the top right corner.

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In the following screen enter you username (email) and password then click login.

I Don't Know my Password

That's fine! You should have received and invite to our helpcenter the first time you submitted a ticket. If you think this is your first time logging into the helpcenter then click on get a password. If you need a password reset click on forgot password. You should receive an automated email from our helpcenter which will help you shortly.

 

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Creating Requests

To create a request click Submit a request in the top right corner.

 

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In the next screen select which product you need help with using the Submit a request dropdown.

support

 

When creating a ticket, in order to expedite a response and quick resolution, please include as much information in the Subject and Description as possible, such as:

  • Your first and last name
  • Time and Date of the issue encountered
  • What you were attempting to accomplish when you ran into the error
  • How frequently you have encountered the issue
  • Any steps taken before submitting the ticket

In general, more information is always better than not enough.

 

Please Note: Solertiae does NOT have a Customer Service phone number at this time. All questions will be answered via support tickets, in the order in which they are received. Please do not send in multiple support requests as this will cause further delays.

 

Solertiae agents work primarily from M - F 8:30 AM - 6:30 PM ET however, you may receive correspondence from a Solertiae Agent outside of these hours.

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