Support Portal: Submitting a Ticket

Last Modified on 2022-12-20 15:46:30 +0100

This article describes how to submit a Ticket via the Power Factors Support Portal.

Drive and Drive O&M customers can also submit tickets via support widgets embedded in these applications. 

For more information, see:

Clicking on Submit a ticket will open a form where users can provide details via the following fields:

  1. Type* - specify the ticket type:

    • Issue - to report a bug or issue

    • Request - for assistance with account management, updates, etc.

    • Feature Request - to suggest an enhancement.

  2. Platform* - specify which Power Factors product the ticket is regarding:

    • Drive

    • Greenbyte

    • BluePoint

    • Drive O&M

    • Breeze Development

    • Other

      If the ticket involves more than one product, please indicate this clearly in the Description field.

  3. After choosing a Platform, additional fields will appear:

    • Number of plants affected*:

      • N/A

      • Single

      • Multiple

      • All

    • Reporting or revenue impacting - check if the ticket will impact reporting requirements or revenue generation

    • Reference link - provide a link to the relevant application screen to help reduce response times.

  4. Subject* - fill as accurately and as succinctly possible:

    • Related articles - typing in the Subject field will show Related articles beside the form so users can browse the suggested solutions

  5. Description* - describe the issue or request as accurately as possible. Users have access to formatting tools such as text color and highlights. They may also add code snippets, images or links.

  6. Attachment - click on the link to provide any supplemental material that will help with ticket handling. ALL file types are accepted

  7. Once the form is complete, click Submit.

*Required field.

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