Terra Dotta Support Portal – Terra Dotta

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Overview
The Terra Dotta Support Portal offers our client community the ability to ask questions, seek assistance, locate instructional resources, and offer valuable feedback to help drive the creation of new features and desired enhancements in Terra Dotta.

This article covers the following topics related to the Support Portal:

Accessing the Support Portal: Learn how to log in, request, and remove access for Support Contacts.
Knowledgebase: Browse our online catalog of articles, images, and instruction.
Community: Share best practice tips and ideas with other professionals - or offer product feedback.
Submit a Request: Look here for steps on how to submit a Support request when you have an issue to report or need assistance.
My Activities: Take a look at your recent Support Portal actions including support tickets along with your followed Community Forum posts and Followed KB articles.

Accessing the Support Portal
The Terra Dotta Support Portal can be accessed at terradotta.zendesk.com.

Anyone who is affiliated with a client account can be given access to the Support Portal by being designated as a Support Contact.

Keep the following important information in mind regarding Support Contacts:

Support Contacts are typically members of an office and may submit a Support request on behalf of a client account. Anyone who is not a Support Contact may not submit a request.
The Primary Admin for an account must be a Support Contact.
Support Contacts have access to all sections of the Support Portal.
Support Contacts receive regular update and maintenance communications related to Terra Dotta via email.

To request or remove access to the Support Portal and make changes to your Support Contacts:

Submit a Support request and specify the action needed.
Provide the applicable individual's first name, last name, and email address.

Once you are logged into the Support Portal, you will have access to all resources including the omni-search (labeled "Search Terra Dotta Support") that searches Knowledgbase articles as well as posts to community forums. Using the omni-search is often the quickest way to find answers to commonly asked questions. To streamline your search to be as efficient as possible, access to articles and forum posts are limited to those related to the products that your institution has licensed with Terra Dotta.

The main Support Portal landing page displays four key menus: Knowledgebase, Community, Submit a Request, and My Activities.

Knowledgebase (KB)
The Support Portal's Knowledgebase section provides an online, searchable catalog of articles, images, and instructional videos created specifically for the Terra Dotta client community. When you click on the Knowledgebase tab, you can search the Support Portal, or browse by a topic associated with each Terra Dotta product. Clicking on a topic will expand the menu to display a list of articles. Starred articles at the top of a list are typically collections of articles curated for your convenience.

Clicking on an article name will take you to the article content. A sidebar menu appears which contains related articles.

At the bottom of each article is a one-question survey asking if the article was useful. Your input will help us continuously improve our Support resources.

You can bookmark Knowledgebase articles by clicking the "Follow" button at the top of each article. Followed articles are available in your My Activities section.

Community

The Community section of the Support Portal has two types of Forums: Discussion Forums and Product Feedback Forums (previously known as the collective Idea Forum). You can follow Forum topics and individual posts by clicking the "Follow" button at the top of each page. You will receive email notifications when Forums and posts are updated.

Discussion Forums are primarily for client-to-client interaction to share advice, best practices, questions, and answers regarding the software. Terra Dotta may participate in a forum conversation when appropriate.

Posts to Discussion Forums can be found through a search. They are also organized by Terra Dotta product. Clients can click on "New Post" from the Community Topics page, or from within a topic to start a new discussion. Discussions are public so that all clients can view and comment on posts by other clients.

Product Feedback Forums are similar to our previous "Idea Forum". These are organized by product, and can be browsed or searched. If you see ideas submitted by other clients that you think should be considered for development, you can vote these ideas up. Our product teams review these suggestions for use as they make development decisions.

Submit a Request

The Submit a Request section allows clients to open a new Support Request. Anyone with access to the Support Portal can submit a new request.

Clicking on the Submit a Request button takes you to a two-part form.

Step one is to designate whether the submission is to submit an inquiry regarding a site-related issue or to request that new individuals within your organization be given access to the Support Portal.

Step two will prompt you to provide details that will help us effectively respond to and resolve your request. In addition to any required information (indicated with an asterisk), we encourage you to note as much additional information as possible, including applicable screenshots or other attachments.

For a detailed explanation of how to submit a Support request, refer to the How to Submit a Support Request Knowledgebase article.

My Activities

The My Activities section consolidates all of your Support Portal activity for easy access and viewing. Clicking on "My Activities" leads you to a landing page where you can view your request history (Requests), your comments within community forums (Contributions), and any articles, posts, or users that you have followed (Following).

If others in your organization have CC'd you on Requests, you will find those Requests as well. Depending on your role at your institution, you may only have access to your own Requests, or you may also have access to Requests submitted by others at your institution. Each type of request is organized under a separate tab.

Articles in this section

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