The NEW Help center

We are introducing  the new Help center that  comes with new functionality!

• Search for IMS Handbook articles.

• Get in touch with us based on chat functionality.

• You can ask questions that will be answered by IMSpector our AI agent! (if he can’t answer it a human agent will assist).

• Keep track of your reported ticket.

• Focal Points can request access to review all your companies’ raised tickets.

The famous green Feedback button is replaced with the blue help center Icon which is now populated at the bottom right of the IMS screen.

Using the Help Center you can check your recently summited inquiries, Ask a question about an issue you are experiencing, or search the Knowledge base.

Ticket portal

The ticket portal offers an external view of all relevant tickets reported by your company, giving you a real-time overview of their current and historical statuses in one place. This helps minimize duplication. You can also take action on a ticket to help progress it and engage in related conversations.

View of the ticket portal

Take note

IMS instances located on an on-premise environment cannot use the ticket portal. We are working on a fix.

Getting in touch

Ask a question

Steps

1) Go to the message tab of the help center.

2) Click on the button Ask a question.

3) Type in your question.

Our AI agent is at your disposal to answer the question. If the response from IMSpector is not what you’re looking for you can always reach a support agent, this can be done by choosing the option Connect to an agent.

4) Click on the option I have a general question.

5) Submit your Question

Report a bug

Steps

1) Go to the message tab of the help center.

2) Click on the button Ask a question.

3) Type in your query.

For initial inquiries, our AI agent is there for your assistance. If you will require additional assistance, or clarification after the response from IMSpector you can reach a support agent by selecting the option Connect to an agent.

4) Choose the option IMS is not functioning as expected.

You will receive several questions regarding the issue you are facing, to assist us with the prioritization and connecting you to the right Support personnel.

Submit a feature

Steps

1) Go to the message tab of the help center.

2) Click on the button Ask a question.

3) Type in your query.

Our AI agent is at your disposal to help you. If the response from IMSpector is not what you’re looking for you can always reach a support agent, this can be done by choosing the option Connect to an agent.

4) Choose the option I have a production enhancement suggestion.

You will get several questions that help us to better classify your request.