Filing a Ticket and Navigating the Support Site

Filing a Ticket and Navigating the Support Site

The support site is an important resources for admins, and learning the basics of both filing a support ticket and navigating the site are key to running a successful program.

Filing a ticket 

If you notice a bug or have an issue with your program site, the best way to let Chronus know and to get help quickly is to file a ticket on our support site. In addition, the support site itself has many articles which may help you troubleshoot how-to issue. 

 

To access the support site, make sure you are logged in as an administrator on your program website. Click the Support link in the upper right hand corner of the page. 

 

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This will open a new tab to the Chronus support site.  Once on this page there are several ways to navigate to the area in which you file tickets. Click on the "Submit a request" tab at the top, or the "Submit Help Request" link on the right hand sidebar under Customer Care. Both links lead to the same place. 

 

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When you fill out your ticket take care to provide as much detail as possible. This will speed up the problem solving process for our engineers. Please include, when applicable:

 

  • A thorough description of the issue 
  • Time and date the issue occurred/frequency of occurrence
  • What part if the site or what admin tool it occurred in
  • an attached screenshot

Once your ticket is submitted our engineers will begin investigating. They might reach out to you for additional information, so be sure to keep an eye on your email. You can check up on the status of your ticket by going to the "Check your existing requests" tab at the top of the support site, or clicking the "View Open Requests" link on the right hand sidebar under Customer Care. 

 

Navigating the support site

In addition to being able to file tickets from the support site, as an admin you have access to a plethora of articles filled with news, how-to's, and best practices. 

 

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There are several areas that you may find especially useful. 

  • News and Announcements: Keep up to date on improvements and changes to the Chronus software. 
  • Admin Community: Talk and strategize with other admins who run Chronus programs. 
  • Using Chronus Software:  How-to and best practice guides for admins
  • End User Resources: documents and assets that may be useful for providing support to your end users. 

It's worth it to take the time to familiarize yourself with both the functions and the content of the support site. This will help you build a robust program, and quickly tackle any issues that may arise. 

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