How to sign up to the Aurelian Group Support Portal.

What is the support portal?

The support portal has two main functions: to provide Aurelian Group clients with access to support articles (knowledge base) and for client users to submit tickets (in case something does not work as designed, or to ask how something works). 

The knowledge base is divided into two parts - the generic articles, and the client specific articles. 

Generic articles

The generic articles are not a replacement of the articles that Zoho provides in their individual knowledge base per application. We have analysed our incoming tickets (and continue to do so) and note that where certain queries are often repeated across our client base, these articles are designed to offer a quicker resolution than searching through the Zoho knowledge base.

The support articles are grouped by application for easy navigation. However, a search for keywords will bring up the relevant articles.

Client specific articles

If you are subscribing to a Digital Business subscription plan, Aurelian Group will create tailored articles for your business in a specific section of the support portal. This section is only available to support portal users of your organisation (we use the registered email domain for this). These articles are not available for anyone else. 

Tickets

In the portal - you can log support tickets. The portal is the only mechanism to do so (i.e. you cannot just email support). The reason is the link with articles. When you start typing the title of your ticket, the system looks into the support articles (including the client specific articles for your organisation), and suggests relevant articles. If there is such an article, you may save significant time waiting for a response (which may be a link to the same artice!).

Once you have logged a ticket, you can interact with it via email - or you can see your tickets in the My Area section of the portal. You can also see tickets of your co-workers. 

Signing up to the portal

Signing up is a two-step process. Step 1 - click sign up and enter your email address. This will be received by our back-office as a request for moderation where we check if you are linked to a client of Aurelian Group (based on your email domain). Step 2 - once you have been approved as a support portal user, you will receive an email with an invitation to create your password. Note that if you sign up with an email address that is not logged with any domain of a client with an active subscription, you will not receive this invitation, and you will not be able to log on.

I forgot my password - can you reset it?

We cannot see or reset the password you use for the support portal - however, you can reset it yourself by clicking 'Reset' next to the option 'Forgot Password'

In the next dialog, enter your email (as registered with the Support portal), and complete the security challenge. You will then receive an email with instructions to reset your password.

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