This doc is a work in progress and as such may be inaccurate. Please simply use this as a general reference and not a source of truth until we have completed and approved the document; at that time we will remove this message.
For now, all we are doing to verify support status is confirming 1 of 3 things:
Confirming an Apteryx URL that the customer can log in to.
XVSD should show the Salesforce ID in the View Customer Info section for that URL.XVCapture builds in the customer’s environment contain a cert that shows a non-suspended Apteryx URL in XVSD.
XVSD should show the Salesforce ID in the View Customer Info section for that URL.-
Obtaining a Legacy Registration Number that can be searched in the Legacy Registration Manager and provide information that links to a Salesforce account with a recent Closed Won Apteryx Opportunity or active Apteryx subscription.
When searching Legacy Registration, you should always copy/paste the information gathered as an internal comment on the ticket to assist Sales with all information available.
For legacy customers using Token Licenses, XVSD should show the Salesforce ID on the Token.
Locating the Account/Organization
Search all identifying information provided in the ticket in Salesforce (phone number, office name/part of office name, and domain name of email address [@domainname.com]). If the client provided their Apteryx URL, you can locate account information under Customer Info and/or Edit Site Locations under their URL in Sites Dash, which can all be searched in Salesforce.
If no account is found using any of the provided information. use the “More Info” macro (Apteryx::Support::No Account Found::Request More Info) to request more information from the User, and place on Pending.
Once the client replies with additional information, search all of the newly provided information in Salesforce to locate the account. Apteryx URL and Registration number (if DCV/XVCapture) can be searched in Sites Dash as well.
Once the account has been located, use the following guide to assign the User to that Organization in Zendesk: Assigning Organizations to Users and Tickets.
Verifying Support
There are a number of ways to tell if the client is supported:
Support flag in Salesforce. A green flag indicates they are to be supported, a red flag indicates they do not have support. Do not use this flag as gospel, as it can be incorrect in some cases.
Assets, Assets (end customer), and Opportunities in Salesforce. If needing to take a closer look at an account, the account’s Assets should list what product they are currently using. If the Assets field is empty, check Assets (end customer), and Opportunities next.
Account Hierarchy in Salesforce. If the account you’ve located is part of a DSO or group practice, this can be used to determine if the parent account has support.
If a Apteryx URL was provided, and said URL is not suspended in Sites Dash, they have support.
If a registration code was provided, and the registration codes begins with DC67 and exists in Sites Dash, they have support.
If a PGID was provided, and the PGID is found in Sites Dash as their Apteryx URL (2883.Apteryx.net for example), and the Site is not suspended, they have support.