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How to Create a Help Desk Case

In addition to the extensive documentation in the Chrome River Help Center, our Help Desk Service Portal is available to answer any remaining questions, fulfill your configuration requests, and provide help when issues arise.

Cases will be reviewed quickly and routed to the appropriate team. This could be Support (for research, quick fixes and “how to” questions), Configuration (for rule changes or to turn on a feature), Engineering (for what Support has determined is a code-level change, i.e., enhancements or bug fixes) or Implementation (for larger projects).

You will be able to see which team has your case, when the case was most recently updated, when a case needs more information from you, and when a solution has been provided for your review. You'll be able to communicate directly with the team member working on your request through each case.

Note that only users on your organization's Help Desk Approved Contacts List are able to open help cases.

Sign In to the Chrome River Help Desk Service Portal

1. Navigate to the Chrome River Help Desk Service Portal at https://chromeriver.my.site.com/login.

2. Enter the user name and password provided by your Chrome River administrator and click Log In.

  • Your user name is the email address you use to log into Chrome River, appended with “.cr.”

  • Example: michael.scott@dundermifflin.com.cr

  • Your password is case sensitive. If you can't remember your password, click the blue "Forgot Your Password?" link to reset your password using your user name.

  • You will be allowed five attempts to enter your password before the system temporarily locks you out. If this happens, you must wait 15 minutes for the "Forgot Your Password?" link to reappear so that you can get help logging in. If your account is locked and you have an urgent situation, please contact our Help Desk via phone so we can assist in unlocking your account.

  • Check REMEMBER ME if you would like your browser to remember your user name.

3. The first time you log in, you will need to verify your account by entering a code emailed to the address on your account and clicking VERIFY.

 

4. After you enter the code, you may register your mobile phone number to receive verification codes by text, when necessary.

  • To temporarily skip this option, click REMIND ME LATER.
  • To permanently skip it, click I DON'T WANT TO REGISTER MY PHONE.

Access the Help Desk Service Portal From the Chrome River App

Users with appropriate permissions may also access the Help Desk Service Portal from inside the Chrome River app without having to enter their login credentials.

Click the MENU button in the upper left corner, then click HELP DESK in the Admin section at the bottom.

  • The first time you use this feature, you will be asked to enable pop-ups in your browser.

For the link to work, you must have an active Chrome River Help Desk account under the same email address used to log in to Chrome River. Otherwise, you will see the following error message.

Navigating the Help Desk Service Portal

A. Click the CR Help Desk logo to return to this page from any screen.

B. Search for cases or articles.

C. View your Profile, Settings and Account info or log out.

D. Access Chrome River's Release Notes.

E. Filter and view your Cases.

F. View current System Status.

G. Log in or sign up for the Emburse Collective customer community.

H. Create a new case.

I. View Help Desk highlights at a glance.

J. Learn what happens when you open a case.

K. Easily access information by Featured Topic, or see just the topics you're subscribed to in My Feed.

Create a New Case in the Chrome River Help Desk Service Portal

The case-intake form will intuitively prompt you for important information in order to better prioritize and resolve business-impactful cases. With more information collected up front, your case will reach the subject matter experts sooner.

1. Log in to https://chromeriver.my.site.com/login.

2. Click NEW CASE on the home page of the Help Desk Service Portal.

You may also click the NEW CASE button found on any Case view page or Topic page.

3. Select the Product for which you are submitting the request. If your issue does not fit into a specific Product, try the Generaloption.

4. Select the Type of request you would like to make. Options will vary based on the product selected.

  • Note: BACK and START OVER buttons are available throughout the screen flow. BACK will take you to the previous screen, while START OVER will take you back to the Product selection screen.

5. Select the Product Feature for which you are submitting the request. Product Feature allows you to specify which component of the Product you are experiencing issues with or have a question about. Options will vary based on the Product and Type selected.

 

6. Enter the Priority, Subject, and Description to provide details about your request. Additional fields may appear based on your previous selections of Product, Type, and Product Feature—e.g., "Environment" in the image below. Additional fields are not required but are extremely helpful to the Agent assigned to your case.

  • Note: The Subject and Description are required for the NEXT button to appear.

7. On the last screen, you may upload supporting documents and add CCs to your case. Email addresses entered in the CC fields will receive all case responses. Click CREATE CASE to finalize your case submission. You will receive an email notification confirming the case has been received, including a Case Number for reference.

Viewing Your Cases

To check on your existing cases from anywhere in the Help Desk Service Portal, click the Menu icon in the upper left corner, then clickthe CASES drop-down and select which type of case you'd like to view.

  • You may also access a case by opening the direct link in an email received from the Chrome River Help Desk. However, you must be logged in to the Help Desk before you click the link in order to be taken directly to your case.

Case Statuses

  • All Cases: Every case you have created, regardless of status. Company administrators will be able to see all cases created by every user.
  • New: We have received your case and will begin work shortly.
  • Open Cases: Your case is assigned and will be worked on by an agent.
  • Pending Cases: Waiting for further information.
  • Pending – Waiting On Customer: We require additional information from you before we can complete this request.
  • Pending – Waiting on Engineering: We are working with our Product Management or Engineering team on this case.
  • Customer to Test: Configuration changes are ready to test in the QA/UAT environment.
  • Pending to Revert: Testing was not completed on the requested configuration changes in the QA/UAT environment, and they are in the process of being reverted.
  • Blocked: Another case associated with the same configuration component is still in process. We will work on this request as soon as the blocking case is completed. The blocking case will be displayed in the Case Details section.
  • Solved Cases:
  • Solved: For a configuration request, “Solved” indicates that it has been moved to Production.
  • Solution Provided: For all other types of requests, please review the solution we have provided for this case and refer to Closing a Case, below.
  • Expired: Configuration changes have been reverted. You may add a comment to the case to reach our Configuration team.

From any view, you will be able to see at a glance what the current status is, whether the case has been assigned, and to which group it is assigned.

  • An icon to the left of the case number indicates which group has been assigned the case.

Support

Implementation

Configuration

Engineering

Click on any of the criteria to sort the list. For example, you may want to sort by Date/Time Opened or Status.

Searching for a Case or Article

Use the search bar at the top of every page in the Help Desk Service Portal to look for a case by keyword. You may also search for articles posted in the various topics, such News & Release Notes, Upcoming Changes and the Chrome River Help Center. Use the three tabs to narrow your results:

  • All: Results in both cases and Help Desk Service Portaltopics
  • Cases: Just case results
  • Articles: Just article results

Opening & Editing a Case

Click on a case number in the list to open it.

 

A. The blue box at the top will show you the basics of the case: subject, priority, status and case number.

B. In the comment box on the left, you may make additional comments or attach another file.

C. Below that you will see the integrated thread of all messages and emails between you and Chrome River's agents. Click VIEW EMAIL to see the complete message.

D. Details and any attachments are listed in the column on the right.

In the Case Details, click VIEW ALL to see the complete details of the case.

Closing a Case

When a case is marked as “Solution Provided,” we believe we have addressed your requests related to the case.

The case will remain in this Solution Provided status temporarily to give you time to review the response and solution.

If you do not have any further questions, you may close the case by:

  • Clicking the CLOSE CASE button on the Case Details pane.
  • Clicking on the first link in the email, if one was provided. See [A], below.

If you need to reopen the case for any reason, you may do so by

  • Entering a remark in the comment box on the Case Details pane and clicking COMMENT.

  • Clicking on the second link in the email. See [B], below.

If you do not take any action on the case, eventually it will be closed automatically.

Solution Administrator Package

The Solution Administrator Package is an optional service that gives you access to a team of consultants and experts and prioritizes your cases. For more information, please speak with your Customer Success Manager.

System Status Updates

For complete details, see Help Desk System Status Dashboard.

FAQs

Why can I no longer submit cases via email?

Case creation via email, while convenient, fails to capture the required context-specific information, requires additional cycles to collect information, relies on manual routing, and has a low rate of first-touch resolution.

Why do I need to provide additional information on the case-intake form?

Providing relevant information up front will allow your cases to reach subject-matter experts more quickly in order to achieve more accurate and efficient resolution. Additionally, Chrome River will be able to identify what we are doing successfully and where there are opportunities for product and process improvement.

Which case type should I select?

See Section A of Create a New Case in the Chrome River Help Desk Service Portal, above.

How do priorities work?

See Section H of Create a New Case in the Chrome River Help Desk, above.

What does each status mean?

See "Case Statuses" under Viewing Your Cases, above.

I clicked a link to my case in an email received from the Help Desk. Why did it take me to another log-in screen instead?

In order to be taken directly to the linked case, you must be logged in to the Chrome River Help Desk in the same browser before you click the direct case link in an email.

How do I add or remove a user from the Approved Contacts List for the Help Desk?

See Help Desk Approved Contacts List for complete details.

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