Benefits

Assima Support Center is aimed at streamlining the support process: it enables you to file any question or ticket you have with any of our products and then follow up on its status until the question is answered or the ticket solved.

Assima Support Center will add transparency to the process of resolving an ticket. For each ticket you report, you may define its importance and the wish date to receive an answer or a correction. You can file in the system all the information that you find helpful. The ticket will then be assigned to someone at Assima until it is resolved and verified. At this point, you may choose to close the ticket or to reopen it if necessary. At each step, you will know who at Assima is in charge of the ticket and you will be notified by email of each change about the ticket.

Centralized Database

Everything in Assima Support Center is stored in a centralized database. Once you are logged in Assima Support Center, all your tickets are listed with their status. You will then have a general overview of all the tickets at a glance.

For each ticket, all comments posted by Assima's support and development staff and you, as well as attached files (screenshots of the problem, thesaurus used, samples, etc.) are displayed on the same page.

Because everything is centralized and accessible, even if your contact is away, someone else at Assima will be able to look at the ticket and help you.

Direct Access to the Person in Charge of the ticket

Each time an ticket is entered in Assima Support Center, someone from Assima will be assigned to this ticket. You will then have access to his or her email, phone number, position, etc. This makes it easier to contact this person if necessary. Also if the ticket requires development, you will be in direct contact with the developer that will work on the ticket.

Up-to-date Information

Each time something changes about the ticket (the status, the person that is assigned to the ticket, someone posting a new comment, etc.), you will be notified by email. This makes sure you have the latest information about the ticket; for instance, when a bug is resolved by a developer and enters QA validation, you are immediately notified.

Access to Previous tickets

All previous tickets are kept in our database, making it easy to browse previous tickets, for instance to find out the answer to a previous question and know how a given ticket was resolved.

Availability

Assima Support Center is available from anywhere using a Web browser. However, please note that, although our goal is to make it available all the time, the service may be temporarily unavailable for maintenance reasons.