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Who Can Submit Chats to AspireCare?
Each person that is submitting a chat to AspireCare needs to be assigned as a power user. The number of power users in your company is determined by the tier and size of your company.
Because each company is unique, it's important that those that are not power users go to your company's power users with questions to leverage internal knowledge. When a power user doesn't know the answer, they then can submit a chat to AspireCare.
If power user access is requested, please allow a full business day for the request to be completed.
Other things to know:
💡 Power users are determined at the beginning of the Aspire Implementation in your project documents
💡 If you would like to change your power users post-Implementation, submit a request to the AspireCare team.
How Can You Submit a Chat?
To submit a chat, a power user will go into Aspire and select the Resource Center Icon (below) and navigate to the Support option. Only power users will see the Support option.
From there, the power user will select the Send us a message link.
Then, click the Submit an Issue form. This will go to the Aspire Care Team in the form of a chat.
Tips for Submitting Chats
🌟 Provide information of what's not working and how you expect the system to work.
Providing information about what's not working vs. how you expect it to work helps us know where to start. As well, it helps us consider what "not working as expected" means to you as the user.
🌟 List the steps you took to get the issue and provide screenshots.
This can speed up the process greatly! In order for us to test what could be an issue, we have to follow the same steps you took. Providing screenshots or videos is highly recommended.
If you aren't sure how to do this, check out one of the articles below!
🌟 Provide the users affected and the time you started experiencing the issue
This can help us know if your issue might be related to other users' experiences or updates that have recently been pushed out. It also could mean that the issue could be related to a specific user.
What Other Kinds of Information Should I Be Submitting?
In order for you to get a timely response related to your issues, it's always best to provide as much information as possible to our AspireCare staff. Below are just some of the other ways in which you can provide helpful information to save time.
What browser type or device type are you using?
Used primarily for local, connection, or performance related issues
Device type could include operating system (Mac OS XX, Windows XX) or file upload type (.PNG, .HEIC, .PAGES)
Where in Aspire are you experiencing this issue?
Which module (Opportunities, Contacts, etc.)?
Which Advanced Search List?
If it is an item/list that needs to be shared, is it shared with the company's Aspire Admin account?
Feel free to provide the URL of the screen you are on!
What is the Opportunity, Work Ticket, Purchase Receipt, or Invoice # associated with the issue?
Providing this is a huge help!
Is there an Error screen?
If so, what does the error screen say? Is it a sync error?
If related to one of your customers, what's their email or contact record information?
If there are email issues with your customer: When did you send the email out? What email did you send it to?
Example of a Chat
My Company: Aspire Landscaping Co.
Users: Jim Aspireton & Angela Titan
Problem: Uploading properties via the Property Import Spreadsheet is not working to import properties as expected.
Steps I Took:
Download the example from Admin
Enter data in all columns in Spreadsheet that are required
Once the data is in the spreadsheet I navigate this way:
Admin Module > Import Properties and Contacts Tab > Choose the Property Import Type > Select Upload button.
Choose the spreadsheet from its location on my computer > Select Open on my window > This is the error message I get
Then, I select Complete Import button, and I get this error message popup:
After viewing that error, I navigate to Properties Module and find that the import only create the 1st and 2nd Properties on the import sheet chosen during the import process.