Launch of a brand-new Customer Support Platform!

Introduction

Every day, as always we’re striving hard to give our customers a better experience and service. As part of our continued commitment to provide world-class customer service, we are excited to announce the launch of a brand-new Customer Support Platform! Infrascale will be using the Zoho Desk Customer Service Platform to give you with better, quicker, and more comprehensive support going forward.

We're sure you have many questions regarding this change, and we want to proactively answer some of them here!

How do I Access Support?

The same as before! Infrascale Support Home Page is the place to go. Just start a chat or submit a ticket straight from the Help Center section as illustrated in the screenshot below.

What is the Help Center....And Why Should I Use it?

The Help Center is a secure and encrypted site where you can contact Infrascale Technical Support and access a consolidated repository of your support activity! Previously, you could only reach out to Infrascale Technical Support via email or our open front-end chat. Infrascale observed that this was not the ideal experience for you, therefore we worked diligently to improve your interactions with us!

To that aim, the Help Center allows you to handle your communications with Infrascale Technical Support, all from a single location. You won't have to check your inbox for open tickets since the Help Center keeps track of all your support actions in one convenient location. Anytime you need to know what's going on with your ticket, just log in to the Help Center, view your tickets, and answer right away! Through the Help Center, you will also be able to create new tickets and conversations. The benefit of opening new tickets and chats through the Help Center is that you may have safe and authenticated communications with Infrascale Technical Support.

When Will I Be Able to Use the Help Center?

On March 13th, 2023, at 8 a.m., we will open the Help Center and our revamped Technical Support Portal! You will have full access to the Help Center as of March 13th, along with your currently open tickets!

How Do I Login to the Help Center for the First Time?

This should be a breeze! Firstly, you must create your own account. To do so, go to Infrascale Support Home Page and then click on the "Customer Success Help Center", which will take you to the Help Center Login Page. Just click the Sign-up button on that page to fill in the required details. Immediately thereafter, you will receive an email to set your new password.

Please check your Junk/Spam folder for the first time and mark it as not spam. Accept the welcome email once it arrives in your inbox. When you've created your new password, return to the Help Center Login Page and log in!

How Can I Contact Technical Support via the Help Center?

There are three methods on the Help Center main page to contact Infrascale Technical Support as an authorized user.

You may either create a new ticket or start a discussion with us, where you can submit a ticket directly from the Help Center by clicking on My Area, Add Ticket, and "Submit a Ticket" from the top right portion of the screen.

Chat with us directly from the "widget" in the bottom right corner of your screen.
Call us using our toll-free numbers. All of our current phone numbers continue to work normally and are linked to our ZohoDesk installation. When you call Infrascale Technical Support in the future, each call will result in a ticket in your Help Center, under your activities. Of course, if a phone conversation ends with a ticket being emailed to you, you may always contact us again, just chat in, or amend the ticket if you have any more concerns!

Where Can I Locate My Support Activity?

It's clean and simple! Just click on your name in the top right corner of the page to bring up a dropdown menu. Just click "My Activities," and you'll be taken to a new screen with all of your open tickets and recently active tickets.

You may then choose the relevant ticket that you are working on with our Technical Support Engineers to view their most recent changes or provide an update from your end.

That's a lot of information! Who should I contact If I have questions?

Please contact Infrascale Technical Support directly via phone, initiate a live chat or send us an email to support@infrascale.com with any questions, comments, or concerns! Our Technical Support Engineers are ready to answer your concerns, assist you with logging in for the first time, and help you become acquainted with our new support tool!

To summarize, Infrascale is very thrilled about these improvements and enhancements, and we are here to assist you in accessing and learning the Help Center! Please don't hesitate to contact us if you have any questions or need help with anything!