Table of Contents
Who Can Submit Issues 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 I Submit an Issue?
1. To submit an issue, 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.
2. You'll be brought to the IT Help Center to submit a ticket.
🧠 Depending on your sales tier, when you go to the support section of the Resource Center, you will see multiple options to submit a ticket.
Select one to start the creation of your ticket.
The different options for support are listed below:
AspireCare / AspireCare Support Enterprise
You will only see one option. This option will be where you can submit your Support questions, Layout Adjustments and Feedback for the portal.
Aspire Pro Services
This will be where you can submit pro service requests. Read more on Pro Services here.
Crew Control Support
For any client using Crew Control that needs to submit a support ticket.
PropertyIntel Support
This can be used by Aspire customers with PropertyIntel to submit a support ticket.
Select the category of your issue.
Category of Issues
I Need Help Using Aspire: Need help learning how to do something in Aspire? Select this option. For example, needing to know how to delete an invoice.
Layout Request: Submit all layout requests here!
Support Portal Feedback: Feedback suggestions or corrections with the portal submission system!
3. After clicking the right category, you will be taken to a form. Fill out the available fields. A breakdown is shown below:
⚠️ Make sure that all sections with a red asterisk (*) are filled out as these are required.
Summary
This is a short one line description of your issue to help identify the issue you submitted.
Share With
This will allow others in your organization to see this ticket along with tracking issues based on your company. We do not recommend changing this.
Category: What assistance do you need?
Here you will select a drop-down item for the area you have questions or concerns about. Some sections may have subcategories for you to select. This will lead to areas to fill out the correct data.
Here's an example:
If you are looking for help with a mobile issue you can select Crew Mobile / Mobile CRM.
This will present you with the following guides that might assist in your issue. This will also provide you with area to fill out data to submit a question.
4. Once finished, click Send. If you decide not to submit, you can leave the web page or click Cancel.
5. Your support ticket will look like the below.
Let's break down this screen:
Activity: This area (at the bottom) is where you will see your communication between AspireCare and yourself.
💡 Tip: If you want to stay within your issue to see updates, you can refresh your browser to see the latest update to the ticket.
Statuses and definitions: The current stage the ticket is in. You will see past statuses of tickets as well. More on this in the next section!
Shared With: This is where you can add additional people from your team to view and add comments.
AspireCare Ticket Statuses and What They Mean
Below, you will find a list of AspireCare ticket statuses and a brief description of each to give you confidence as you work with our team and through our process.
In Progress: This ticket is actively being worked on by the AspireCare team. They are reviewing your issue on the front end, troubleshooting and testing to see if the system is working as intended.
Waiting on Client Response: Awaiting Client Response
Escalated : Education or Tech is viewing this issue.
The AspireCare team escalates the ticket to either our Education or Technical teams within AspireCare, who will determine the next steps and attempt to solve the issue at hand.
If it’s determined the concern is outside the scope of the Education team, the ticket will be escalated to the Technical team.
Escalated to Development: Development team is reviewing the issue.
The Development team will determine where the issue lies and how to solve it.
These concerns will be fixed on the backend of the platform.
If the concern is directly related to coding, it is added to the list to be corrected in a future release.
Issue Corrected In Future Release: An issue has been identified and will be corrected in a future release.
Done: The issue has been completed and the case is closed
📌 Note: You may receive notifications your ticket has changed status multiple times in a short period, only to end up in the same status as before. This is part of our process to ensure tickets are handled as quickly and effectively as possible.
Here's a flowchart of the statuses as your ticket gets reviewed!
Tips for Submitting Issues
🌟 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 Should I Do if I Can't See the Resource Center Icon?
If you or one of your users cannot see the Resource Center and they are a designated Power User, the Resource Center is being blocked by an ad blocker, pop-up blocker, or pop-ups/redirects are not enabled in the web browser.
You will need to:
Have your IT company or IT personnel to allow the Resource Center for the ad-blocker/pop-up blocker by adding Aspire’s URL (cloud.youraspire.com) to your whitelist.
You could also allow pop-ups in your local web browser. To allow the pop-ups, your can do a simple web search for your specific browser and how to do so.
A common search phrase for this would be: "How to enable pop-ups in Google Chrome".
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?
A Great Example of a Submitted Issue
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.
How Do I Get Notified About Updates Related to My Issue?
You have two options: within the portal or by email.
1. The first option is to view your total requests within the portal by clicking Requests in the upper right corner.
You will be able to see all issues you have logged that are not resolved yet by AspireCare. Click the reference number (ACS-90) to view the ticket and current activity.
2. You will also get status and activity updates via email. You will have the ability to reply directly by email to update the issue!
If you would like to turn the email notifications off, click into the support, issue as shown in the first option, and click the Notifications On button to turn it off.
Then shown as:
Thanks for your partnership to make Aspire great! 🍃