Customer Support Portal

To register for a Support account:

1. Go to the Customer Support Portal Login page and click Sign Up Here.

   

2. Complete all fields and click Next.

   

   If you do not know your Customer ID or STX ID number, select the check box and additional fields display. Complete the new fields, and then select Next.

3. Once your request has been completed, a confirmation screen displays.

   • For accounts that are immediately approved, an email is sent to your email with instructions to set your passwords.

     

     For accounts that need further approval, a Technical Support Representative will contact you by email to complete your registration. Check your spam folder if you do not receive the email.

     

4. Click Finish.

Navigate the Customer Support Portal using the toolbar at the top:

• Announcements contains important system-wide messages.

• Support Cases allows you to view your open support cases and open new requests.

• More contains links to the Knowledge Base and FAQs.

• The Search icon allows you to search through all of the elements of the Customer Support Portal.

• The Bell icon allows you to view notifications specific to your support cases.

• The Profile icon allows you to view your Profile, adjust your Settings, and Log Out of the Customer Support Portal.

To create a new support request:

1. Open the Customer Support Portal and log in.

2. In the top navigation menu, click the Support Cases dropdown, and then select Log a Support Case.

   

3. On the following page, select your product from the dropdown, and then click Next.

   

4. Select the main category of your request, and then click Next.

   

5. Fill in the form details for your case, including the category, product, STX ID, Medicaid ID, username, state, subject, and description. Be aware that all fields with a red asterisk are mandatory. You will not be able to move forward until you fill out required fields. Then select Next.

   

6. Once the case is created, you'll get a confirmation email.

7. To review your case and add attachments, select Support Cases from the top navigation bar, then My Open Cases.

   

8. Open your case by selecting the link for the case number or subject. Inside, you'll see two important tabs: the Details tab, which contains all the case details, and the Attachments tab, where you can upload files and view email threads and case collaborators. To upload a file, either select Upload Files or drag and drop your file. Attachments can include rejected files, batch files, or screenshots.

   

To view your open support cases:

1. Open the Customer Support Portal and log in.

2. In the top navigation menu, click the Support Cases dropdown, and then select My Open Cases.

   

   You can view all of your open cases by selecting My Open Cases, and closed cases by clicking My Closed Cases. You can view cases where you have been added as a collaborator by someone from your agency under My Collaborator Cases.

3. On the My Open Cases page, click the Case Number of your request to view more information.

4. The Case page opens to display the status of your case. To open a communication with the Support Team in the ticket, enter your message in the Share an update area marked below and then click the Share button.

   If you no longer need assistance, click Close Case to close the case.

   

   See the following table for an explanation of the Status field:

   Status	Status Definition
   New	The case has been created and is awaiting assignment.
   Assigned	The case is assigned to a Technical Customer Care Representative to address.
   Waiting For Customer	The case has been updated and is awaiting a response from you. The case remains in this status for 4 days, and reminders are sent out via email. On the 5th day, the ticket is marked as Resolved.
   Waiting For	The case is awaiting a response from the entity listed within the Sub Status.
   Pending Support	You have written an update in the case, and it has been sent to Technical Customer Care for review.
   Resolved	Your request has been addressed to the best extent possible. The case will remain in this status for 3 days before it is automatically closed. An email reminder is sent before the case is closed. If you share any updates during this time, the case returns to Pending Support so further assistance can be provided.
   Closed	This case is now closed and will no longer be addressed by our Technical Customer Care team. If you share an update in this case, a new case will be automatically created. You may also choose to create a new case and reference the closed case for continuity.

The Case Collaborator feature allows you to provide users from outside your organization with visibility into your case(s).

To add a collaborator to your case:

1. Open your case.

2. On the right hand side of the screen, click on Add Collaborator.

   

3. In the Email field, enter the email address of the user you want to share visibility with. Click the Search button. Only existing contacts in the Customer Support Portal can be added as a collaborator.

4. Select the radio button next to the name of the contact you want to share visibility with. Click the Next button.

   

You have successfully shared your case with a collaborator.

Collaborators will be listed below case details.