3PL Warehouse Manager's Support Portal allows for full visibility into your warehouse's support cases and account information. You can submit and view support cases at any time, as well as monitor your API data usage, pay account invoices, and create REST API credentials. This single sign-on experience is integrated within 3PL Warehouse Manager and never requires you to log in to a different application.

This article reviews how to navigate and use the Support Portal.
 

To learn more about accessibility and general information relevant to submitting support cases, please refer to our Support Portal FAQs.

How to access Support Portal

1. Log in to Extensiv.
2. Open 3PL Warehouse Manager.
    
3. Click Support in the upper right corner.

Continue reading below to learn about each functionality available in the Support Portal.

Understand the navigation menu

Before you begin interacting with your support cases, it's important to familiarize yourself with the navigation in the Support Portal.

Here is the navigation menu which contains links to each Support Portal page and a search functionality that allows you to search for a specific support case.

Access your account information

You can access critical account information, monitor your account's API usage, and pay invoices by clicking Account from the navigation menu.

There are three main elements on the Account page.

1. The Account Information section displays your account's unique TPL Number and GUID, as well as the direct contact information for your dedicated Customer Success Manager (CSM).
   Below this, you can find the Quick Links section, which provides links for requesting new API connections, EDI connections, and custom reports.
   
2. The API Usage section provides a visual representation of your account's monthly API utilization, including the Total Allowed bandwidth and Total Used API calls. 
   
3. The Charges section populates your 20 most-recent invoices and allows you to select an invoice number to view the invoice summary. You can also pay an invoice directly from the Invoice Summary page.
   
   Most of the available columns in the Charges grid are self-explanatory. The available values for the Status column are defined as follows:
   • (Clicked): Invoice summary was viewed via the Support Portal or the invoice email
   • Current: Invoice that requires payment before the listed due date
   • (Opened): Invoice email was opened without viewing the invoice summary
   • Paid: Fully paid invoice
   • Past Due: Due date has passed and the invoice needs to be paid
   • Unapplied: Credit memo which has not been applied to your account (must contact Extensiv Accounting to apply this balance to an invoice)

Create new cases

You can create a new support case directly from the Support Portal by selecting Create a Case from the navigation menu and completing each field.

You are required to fill out three fields on the form.

• For Subject, provide a short summary of the issue.
• For Description, describe your issue in detail—please provide exact replication steps where possible.
• For Major Product Area, use your best judgment to categorize your current issue. This ensures the case is sent to the correct team.
• Optional: You can also upload up to 10 relevant files to help our Support Agents troubleshoot your issue by clicking Upload Files at the bottom of the dialog.

Once you submit the case, you are redirected to the open case and receive an automated confirmation email. The case is also accessible from the Open Cases page, which is reviewed below.

Manage existing cases

To manage your existing support cases, select Open Cases from the navigation menu.

• A list of your Open Cases displays with specific information, including the case number, the subject of the case, the current status of the case, and when the case was opened.
• If you want to sort the support cases that display in the grid by case number, subject, status, or when it was opened, simply click on the relevant column header to sort the cases in ascending order. Click again to sort in descending order.
• On the far-right, you'll see the Case Status Definitions, which details what each case status means.
• To view a support case, click on the relevant Case Number or Subject.
  

  From here, you can update the case by adding a comment, attaching a file, or closing the case. Continue reading below for guidelines on each of these options.

   

Add a comment

To add a new comment to the support case, do the following:

• Click New in the top-right of the Case Comments section.
  
• Enter your comment, then click Add.
• The comment appears as most recent under Case Comments.
• To view comment details, select the arrow next to the name of the person who left the comment. You can also click Expand All to view details of the full thread.

Attach a file

To attach a file to the support case, use the following steps.

• Click Upload Files in the Files section.
  
• Use < Ctrl > on your keyboard to select multiple files at once. After you select your file(s), a progress tracker displays.
• Click Done to complete. A confirmation message displays, and the files populate in the Files section of the case.
• To remove an existing file from a case, click Delete next to the attachment.

Alternatively, for a simpler upload, you can drop your files directly from the relevant folder on your device. 

Close the case

If your issue has been resolved and the support case has not been closed by a Support Engineer, you can click Close Case in the Case Detail section to move the case to a Closed status.

Review closed cases

You can view your closed support cases by selecting Closed Cases from the navigation menu.

• Similar to your open cases, a list of your Closed Cases displays with the case number, the subject of the case, and the date/time it was closed.
• You can also sort the support cases that display in the grid by case number, subject, status, or when it was opened by simply clicking on the relevant column header.
• On the far-right, you'll see an explanation of the Closed status and a note as to why some cases may not appear on this page.
  
• If you need to re-open a closed support case, simply reply to the email where case correspondence occurred. If you need help finding a relevant email in your inbox, use the associated case number or subject to search for the latest correspondence.

Manage REST API credentials

If you're working with an external developer and need to provision REST API credentials, select Manage Credentials from the navigation menu.

This page allows you to view, create, and edit REST API credentials. Once created, the API credential enables the developer to access your instance of 3PL Warehouse Manager without having to send a request to our support team.

Support Chat is available in all Extensiv applications. Click the chat widget located to the right of your organization name to use this support. 

Assigning Support Chat access

Initiating Support Chat

Below are the steps on how to initiate Extensiv's support chat.

1. Click the Chat widget to initiate Support Chat. You will be redirected to our chatbot named Omni.
2. Select which product area you need help with.
   
3. Select between Ask A Question or Follow up about an existing issue                    

• Provide a brief summary of your issue if you select the Ask a question option.
• Provide the case number of an existing issue if you want to follow up about an existing issue. If you don't know the case number, a new case number will be created. 
  

  Chat Idle

  Please be aware that our support chat can end after a certain period of time if the system detects inactivity or lack of interaction from your end.
  

   

4. Depending on the options you selected above, the Omni chatbot will try to help you resolve your issues through related self-help knowledge articles. If you still need help, you have an option to chat with one of our agents.
5. If in any case a support agent is not available to assist you through chat, a case number will be created. Provide a summary of your issue and an agent will reach out to you as soon as possible.
6. Once you're done with Support Chat, you can click the Close Chat button or you can also click the Save Transcript of your chat first. 
   
7. (Optional) If you want to read the transcript of your chat, simply open the Downloads folder and look for transcript.txt file. Alternatively, You can click the Recent Downloads icon from your web browser.

When emailing Technical Support, your point of contact varies depending on your support needs.

Emailing our general support email address will automatically create a case for you in our case management system and prompt an automatic reply with a case number for your reference. We’ll take care of getting you to the right specialist, in which we strictly adhere to our initial response goal of 8 business hours.

Please note that because all emails directed to our Support email address open a new support case, we ask you to be mindful of including Support on ‘FYI’ emails unless you need us to take direct action. If Extensiv Support cannot add anything to the technical discussion of the issue at hand, Support should not be included in the email thread.

We recommend contacting us by telephone for urgent or critical issues.

When calling, please be prepared to provide the following:

• Your name and contact details

• Your company name

• Business impact and context for the issue you're experiencing, including specific project schedules at risk

• The steps that need to be taken to recreate the scenario—the system is highly flexible, so in order to ensure we're troubleshooting effectively. We always need the exact steps you've taken.

• Relevant reference/transaction numbers

 • Whether functionality was working previously and what changed

• Any relevant error messages received

• When and how often the problem is occurring

 In an instance where we are unable to offer you an immediate resolution to your issue on the phone, we will create a support case for further correspondence regarding your issue and communicate the steps we’ll be taking to resolve the matter as expeditiously as possible.

We highly recommend that, in the unlikely event that you are unable to reach a representative at that time, you stay on the line to leave as much information as possible in a voicemail. We are committed to calling back all voicemails within the hour that they are received.