Submitting Feedback & Support Requests

Introduction

Providing feedback and logging support tickets in SurePact ensures continuous platform improvement and quick resolution of issues. This guide explains how to:

• Submit feedback and feature requests to the SurePact team

• Log a support ticket for technical assistance

• Track the status of your submitted requests

By following these steps, you can ensure your feedback reaches the right team and that your issues are addressed efficiently.

💡 Submitting Feedback & Feature Requests

If you have suggestions for improving SurePact or would like to request a new feature, you can submit your feedback directly within the platform.

How to Submit Feedback

1. Navigate to the Feedback Section

   • Click on the Knowledge Hub on the bottom right-hand corner of SurePact.

   • Select “Product Feedback” from the menu.

2. Enter Your Feedback

   • Provide a clear description of your suggestion or improvement idea.

   • If applicable, include details on how this feature would benefit your workflow.

3. Submit Your Feedback

   • Click “Submit” to send your request.

   • Your feedback will be reviewed by the SurePact team for future updates.

📌 Tip: While SurePact cannot guarantee all feature requests will be implemented, all submissions are considered in platform improvements.

🛠 Logging a Support Ticket

If you encounter a technical issue or need assistance, you can log a support ticket for help from the SurePact Support Team.

How to Log a Support Ticket

1. Access the Support Portal

   • Click the Submit a Ticket button in the Knowledge Hub or Knowledge Base.

   • Visit the SurePact Customer Portal.

   • Alternatively, email support@surepact.com to submit your request.

2. Enter Ticket Details

   • Fill in the required fields:

     • First Name & Last Name

     • Company Name

     • Ticket Name (brief summary of the issue)

     • Ticket Description (detailed explanation of the issue)

3. Select Issue Type & Priority

   • Type of Issue:

     • Product Help 📚

     • Records & Data Management 📁

     • Bug or Performance Issue 🐞

     • Login or Account Issue 🔒

     • Subscription or Billing 💸

     • Settings or Integration ⚙️

     • Service Outage 🚫

     • Something Else...? 🤔

   • Priority (Urgency): Select an appropriate priority level.

     💡 Tip: For urgent issues, select High Priority, and the team will try to fast-track your request.

4. Provide Contact Information

   • Enter your Email Address (e.g., yourname@yourcompany.com).

   • Add a Mobile Number (optional, e.g., +61 412 345 678).

   • Attach any relevant screenshots or documents (optional).

5. Submit the Ticket

   • Click “Submit” to send the ticket to the support team.

   • You will receive a confirmation email with your ticket number.

6. Track Your Ticket Status

   • You can track updates on your ticket via the Customer Portal here.

   • The support team will provide updates and resolutions based on priority.

📌 Support Hours: Monday – Friday, 8:00 AM – 4:00 PM AEST.

💡Tip: For urgent system-wide issues affecting multiple users, escalate through your SurePact Administrator.

✅ Best Practices for Submitting Requests

• Be specific: Clearly describe your feedback or issue to help the support team understand and resolve it faster.

• Provide supporting information: Screenshots, error messages, and affected workflows improve issue resolution times.

• Check existing documentation: Before submitting a request, review SurePact's Knowledge Base to see if a solution already exists.

Next Steps

• For more details on system settings and configurations, refer to Managing User Access & Permissions.

• If you need assistance navigating SurePact, check out Accessing & Navigating Records in SurePact.

• Contact your SurePact Administrator for additional guidance on feature requests or support escalations.