New Customer Kit

Welcome New Customer!

Article Overview

• How to open a ticket in our Support Center:
  • Technical support
  • Professional services
• How to request platform access
• Tools for monitoring & troubleshooting
• Platform resources
• How to enroll in the EasySend Academy

How to Open a Ticket in Our Support Center

(See Figure 1 to Figure 6)

This is how you sign into the Support Center for the first time:

1. Go to the Support Center.
2. Click Sign in. 

Figure 1: Support Center

3. Enter your email and click Forgot Password?.

Figure 2: Sign in 1 of 2

Figure 3: Sign in 2 of 2

4. You’ll receive an email to set a new password.

Figure 4: Reset Password Email

5. Once you’re signed in, click Open a ticket.

Figure 5: Open a ticket 1 of 2

6. Click I need support, or I have a request.
   1. I need support - if you need help solving technical issues
   2. I have a request - if you want to request a process modification

Figure 6: Open a ticket 2 of 2

7. Submit your ticket. 
8. To track support status, click the profile icon, then My activities.

How to Add Support Users 

(See Figure 7 to Figure 9)

After you’ve signed in to the Support Center:

1. Click Open a ticket.

Figure 7: Open a ticket

2. Choose I have a request.

Figure 8: I have a request 1 of 2

3. Enter the Subject: “Add support users.”
4. Enter the details for each new user:
   1. User’s full name
   2. Email address
   3. Company name 
   4. Submit your ticket.

Figure 9: I have a request 2 of 2

How to Request Technical Support

(See Figure 10 to Figure 12)

If you need help solving a technical platform issue:

1. Enter our Support Center.
2. Click Open a ticket.

Figure 10: Open a ticket

3. Choose I need support.

Figure 11: I need support 1 of 2

4. Fill out the ticket.
5. Submit your ticket.

Figure 12: I need support 2 of 2

Need Professional Services?

We offer paid consulting and hands-on work, such as:

• Process modifications
• Process implementation
• Platform training  

How to Request Professional Services

(See Figure 13 and Figure 14)

If you want to request a process modification, process implementation, or platform training:

1. Open a ticket.

Figure 13: Open a ticket

2. Click I have a request. 
3. Specify your request.
4. Submit your ticket.

Figure 14: I have a request

How to Create Your EasySend Account 

(See Figure 15 and Figure 16)

1. Open a ticket.

Figure 15: Open a ticket

2. Click I have a request. 
3. Enter the Subject: I need platform access.
4. In the description, add the following details:
   • Your full name
   • Email address
   • Company name

Figure 16: I have a request

Once you’ve gained platform access as an Admin, you can add additional users.

How to manage users and groups >

Tools for Monitoring & Troubleshooting

• Automatic Error Notifications
  Notifies you (and other recipients) about transaction failures.
• Detailed Tracking Reports
  Receive scheduled reports and monitor the performance of your transactions.
• EasySend Analytics and Reports
  Make data-driven decisions with performance data and insights.
• Journey Tracker
  Track live processes and their status.
• Transaction Log
  View and manage transaction statuses.

Platform Resources

• EasySend Help Center >
• EasySend Support Center >
• YouTube Channel >
• EasySend Academy >

How to enroll in the EasySend Academy

(See Figure 17 and Figure 18)

1. Open a ticket.

Figure 17: Open a ticket

1. Click I need support. 
2. Enter the Subject: Enroll in the EasySend Academy.
3. Add the following details:  
   • Your full name
   • Email address
   • Company name
4. Submit your ticket.

Figure 18: I need support