Overview:
The Xvantage Help and Support page is a central destination for finding assistance and resolving issues. Users can access relevant knowledge base articles for self-service support, discover recommended resources, and submit support tickets when further help is needed. Additional details and attachments can be included with support requests to provide context and help facilitate a smoother support experience.
This article outlines the procedure for creating and submitting a help ticket to X4A on behalf of a reseller.
Good to know:
When an X4A associate raise a support ticket for resellers then domain value is set as per AI detected domain. New tags are added as per domain value. Ticket will be routed to X4C SME.
Process:
Go to My Apps and open Okta.
In Okta, search for Xvantage for Associates(X4A) and open it.
Within X4A, hover over the left navigation menu and click Xvantage help and support.
Then, click the Create Support ticket button.
Under the Who are you submitting the ticket for? banner, click on For a Reseller.
Provide the reseller’s details such as their BCN and reseller email.
Provide a clear and detailed description of the issue in the designated text box.
If needed, you may also attach a file or a screenshot from your device. Simply click on the paperclip icon.
Supports a wide range of file types, and can hold up to 3 files, max 10MB each:
Images (JPEG, JPG, PNG, GIF)
Documents (DOC, DOCX, XLS, XLSX, CSV, TXT, PDF, HAR)
Emails (EML, MSG)
Note: HAR/ Email files must be uploaded as a ZIP file.
Click Get Support to proceed.
AI will analyze the question and provide a knowledge article to help resolve the issue before the ticket is generated.
If the article resolves the problem, select I’m good now and the issue will be marked as resolved. No support ticket will be raised.
If the Knowledge base article is not resolving the problem, select the Still need help - open a ticket option.