Introduction
To be able to submit a request to Zensai Product Support, you'll need to be logged in to the Zensai Help Center, where our helpdesk system resides. When you're logged in, you can safely and securely follow the progress of your submitted cases.
NOTE
To log in to the Zensai Help Center, you'll need an account. This account is unique for the Zensai Help Center and separate from the account you use to log in to the Zensai Academy. Also, you won't be assigned an account for the Zensai Help Center automatically so before you create your first request to Zensai Product Support, you'll need to create an account and log in.
There are two ways you can contact Zensai Product Support:
Submit a support ticket
1. In the Zensai Help Center, select Sign in in the top right-hand corner of the page then sign in.
2. On the opened page, select Submit a request.
3. On the request form page, select the relevant product form from the dropdown:
- Learn365
- Perform&Engage365
Selecting the correct product form helps us route your request to the right support team and collect the information needed to investigate your issue.
4. Complete the fields on the form with information about your request.
The fields may differ depending on the selected product form.
Subject. Enter a short summary of your request or issue.
Description. Provide the details of your request. Include what happened, what you expected to happen, and any relevant error messages.
Type. Select the request type that best matches your case.
What best describes the impact of your issue? Select the option that best describes how the issue affects your users or business.
For Learn365 requests, complete the Microsoft 365 / SharePoint URL field with the URL of your tenant, for example, https://yourtenant.sharepoint.com.
For Perform&Engage365 requests, complete the Perform&Engage Tenant URL field with the URL you use to access your Perform&Engage portal.
Preferred Time Zone. For Learn365 requests, select the time zone you’re currently working in so we can contact you at an appropriate time.
Attachments. Attach any supporting files, screenshots, or screen recordings that can help us investigate your request.
5. When the form is completed, select Submit.
Soon after you submit the ticket, you'll receive a confirmation email.
6. Track and reply to your tickets from your profile in the Zensai Help Center. For this, expand the drop-down list of your login name and select My activities. You'll be redirected to the My activities page, where you'll see all the requests you've created or been mentioned in by way of a CC.
Start a live chat
In the Zensai Help Center, you can contact Zensai Product Support via the live chat. For more information, see this article.
Zensai Product Support team working hours
The Zensai Product Support team provides support in the English language, Monday through Friday, 24/5.
We'll get back to you and resolve your request as soon as possible and within the agreement in your Service Level Agreement (SLA).
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