This Week's Helpful Tips (3/4/2024)

Spring is just around the corner and in the spirit of fresh starts for our first helpful tips email of 2024, I’d like to introduce those of you who aren’t familiar with it to the Harness Support portal.

It is the best way for you to create, track and manage your Harness support tickets. You can view closed tickets and their resolutions without having to search or sort through your emails.

Quite a few of you have already been set up in and use the portal. The portal will help us deliver faster service to you and even has a searchable knowledge base of past tickets and resolutions to potentially help you get to an answer faster. Here are some of the benefits of the portal:

• One place to see all of your support requests
• Real-time status on open tickets and projects
• Consolidated conversations around open tickets
• One place for company administrators to see ticket history and status for the entire company
• Searchable knowledge base for past tickets
• Eliminates duplicate tickets for the same issue

In the portal, you can see:

• Who’s assigned to your ticket
• The current status of your ticket
• Any communications about your ticket
• All your closed tickets
• Templates for creating new tickets if you’re not sure what to put in or what’s needed
• You will soon see projects and their parts and status as well

Here is a picture of the portal with me logged in:

You can see here on the Create Ticket screen that we have preset ticket types that walk you through what’s needed to complete your request. Using the preset ticket types will provide a faster resolution by eliminating some of the back and forth communications to collect the required information.  We’ll update and add to these presets over time to continually give our customers a better service experience.

Next time you need to open a support case with Harness Group, please consider using the portal. Your username is always the primary email address that we have on file for you. You can access it via:

• the Account Login link at the bottom of our website landing page (https://harness.group)
• by going directly to the portal at https://na.myconnectwise.net/harnessgroup/
• by clicking the “View Ticket” link at the bottom of any ticket email that you receive
• The HG logo communicator in the taskbar area of your main screen:

  

If you need a portal login account or need to reset your password, please contact our office at (678) 609-8150, Opt. 1 and one of our support team members will be glad to assist you.