How to Create a Support Ticket

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

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

Sign In to the Chrome River Help Center

You must sign in to the Chrome River Help Center in order to create and view tickets.

1. Navigate to the Chrome River Help Center at https://help.chromeriver.com/hc/en-us.

2. Click Sign In at the top right.

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

• Your email is the email address you use to log in to Chrome River.

• Your password is case-sensitive. If you can't remember your password or if it is your first time logging in, click the blue "Forgot Password?" link to reset your password using your email address.

Access via the Chrome River App

You may also access the ticket-intake form from inside the Chrome River app.Click the Menu button in the upper left corner, then click Help Desk in the Admin section at the bottom.

Create a New Ticket

The ticket-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 ticket will reach the subject matter experts sooner.

1. Once you are signed in to the Chrome River Help Center, click Submit a Request.

2. Select the reason for the request from the How can we help you? drop-down.

• • Trouble logging in or accessing the system: For immediate issues where users at your organization cannot log in to the application
  • Something within the system is not working as expected: For possible defects in the system or in your organization’s configuration of the application
  • Help making a configuration change: For assistance making a change to your configuration of the application, e.g., a UI or template change.
  • Review, make a change, or cancel my existing subscription: For questions regarding your subscription; all requests are forwarded to our Customer Success Management team
  • Emburse Audit Service: For customers who subscribe to Emburse Audit and have questions regarding their subscription

3. Based on your selection, additional fields may appear and be required. Select the Product and/or Environment associated with your request.

4. Enter the Subject and Description to provide details about your request. Please provide as many details as possible (e.g., filename, ReportID, expense owner) to allow us to best assist you.

5. Under Attachments, click Add file to include such supporting documentation as screenshots, a PDF report, or a sample export file.

6. Click Submit to create the ticket. You will receive an email acknowledging your request, along with the ticket number and a link to the ticket.

View Your Tickets and Tickets You Are CCed On

To check on your tickets and those on which you are copied from anywhere in the Chrome River Help Center, click on your name in the upper left corner, then click the Requests in the drop-down.

The My Requests screen will display a list of all tickets you have opened or been copied on.

Ticket Statuses

• Open Tickets: Your ticket will be worked on by an agent shortly.
• Awaiting Your Reply: We require additional information from you before we can complete this request.
• Solved: We have provided a sufficient solution. If you are not satisfied or have further questions, you may reopen the ticket within 7 days or create a follow-up ticket from the existing ticket.

From any view, you will be able to see at a glance what the current status is and all associated activity.

Open, Edit, or Close a Ticket

Click on the subject of a ticket in the list to open it.

A. All the basic information about the ticket—including the ticket number, requestor, create date, update date and ticket intake form fields—can be found in the shaded box on the right.

B. On the left you may view the ticket history, including the ticket subject, description, and all comments from your organization and the Support team.

C. This section allows you to add further comments to a ticket that is in Open, Awaiting Your Reply or Solved status. 

D. Click Mark As Solved to close a ticket in Open or Awaiting Your Reply status.

FAQs

Why can I no longer submit cases via email?

Ticket 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 ticket-intake form?

Providing relevant information up front will allow your tickets 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 ticket type should I select?

See Step 2 of Create a New Ticket, above.

What does each status mean?

See "Ticket Statuses" under View Your Tickets and Tickets You Are CCed On, above.

I clicked a link to my ticket in an email received from Support. Why did it take me to another log-in screen instead?

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

How do I add or remove a user from the Support Approved Contacts List?

See Support Approved Contacts List for complete details.