How to contact Insendi Support

For any questions regarding the use of the Insendi Plugin, to report issues, or to request assistance with tasks related to its implementation and operation, the Insendi Plugin Support portal is the official channel to contact our Technical Support Team.

To access this portal, you must be listed as an authorized contact. Each organization designates its nominated contacts.

This article outlines the features available on the portal, explains how to submit a ticket, and guides you on how to stay in touch with the Support Team throughout the ticket.

What You’ll Find on the Portal

Search

The search bar allows you to search for terms or keywords. When applicable, this will display relevant articles and associated request forms.

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Your Profile

At the top right, you'll find Profile and Settings. Here, you can access your active tickets, account details, language and time zone settings, and the log-out option.
Next to your profile icon, you'll also see a smaller circle displaying the number of active tickets you have.

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Intelligent Virtual Assistant

If you’re unsure which form to fill out, the virtual agent will quickly and efficiently guide you to the correct option and provide information based on your query, drawing from this Insendi Plugin Guidebook.

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*Note: Please help enhance the virtual assistant by rating your chat experience.

Support Contact Categories

The support section is organized into three categories to ensure a smooth and efficient request process.

1. Technical Support
   This category addresses any technical issues you may encounter while using the system. Use this option if you have problems accessing the system, issues with the Insendi-Canvas connection, difficulties with specific activities, error messages, system failures, or missing content.
   You'll find several specific options here—just select the one that best matches your issue, and a customized form will open to help you submit the necessary details. It includes seven form types:
   
   

   • Login Issues

   • Integration

   • Activities

   • Bug Report

   • Error Report

   • Missing Content

   • Other Issues
     
     
     

2. Service Request
   Choose this category when you need help with a specific task, managing users, or want to request updating the support contact list of your organisation, or creating an article. Each option opens a tailored form to guide you through your request. It includes five form types
   
   

   • Guidance Request

   • Create/Update Article

   • Update Support Contact

   • User Management

   • Logs
     
     
     

3. Feedback and Questions
   This category is ideal for sharing your feedback on the system. You can suggest improvements, highlight areas for change, or make general observations. It’s also the right place to ask questions or express concerns about the system's operation, features, or any other aspect needing clarification. It includes two form types:
   
   

   • Feedback

   • Questions
     
     
     

Submitting a Ticket

Once you’ve completed the form, clicking the 'Send' button will automatically generate a ticket that our Support Team will receive. You’ll also receive an email confirming that we’ve received your request.

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Communicating Through Your Ticket

When our Team adds a comment to your ticket or changes its status, it will notify you via email. To respond or provide additional information, you have several options:

1. Reply directly to the email – Your response will be added to the ticket thread automatically.

2. Click the 'View Request' button in the notification email to open the ticket in the Support portal, and click on the 'Add a Comment' field. This will open a text editor where you can add text, insert images, include links, mention users, and more.

3. Access the request in your profile on the portal, and click on the 'Add a Comment' field.
   
   

Ticket statuses

The ticket statuses that are displayed to end users help them know and understand at which stage their tickets are. From the first moment when you, as the customer, raise a ticket until the case can be settled, it can go from one status to another, so depending on what is done with the case, the ticket’s status will change.

• Waiting for support: This is the initial status and it is applied when the ticket has been received and is in the support queue, awaiting attention from the corresponding agent of the Support Team, who will be working on the case as soon as possible.

• Waiting for customer: Either because the Support Team replies to the customer or requires additional information or input from them to proceed, when in this status, the ticket will be on hold until the requested response from the customer is received.

• Forwarded: This status is used when the ticket has been escalated or sent to another department or a third-party provider (e.g., Engineering Team) for further analysis or resolution.

• Reviewing: In this case, the issue is being reviewed in more detail, either internally or collaboratively with another team or an expert. Once more information is available, the Support Team will contact you.

• Resolved: This status indicates that the Support Team has carried out all possible actions within their scope regarding the case. The ticket communication will remain open briefly in case the customer has further questions or needs clarification.

• Closed: after 7 days of being in 'Resolved' status, the ticket moves automatically to the final state, 'Closed' status. That means the case has been settled because the case was resolved and confirmed, or the customer did not respond within a set period after resolution, and no further actions are needed. Although the ticket has been formally closed, customers can still reply to that case if they need to ask or report anything related to the same matter. Nevertheless, the ideal would be to raise a new ticket referring to the old ticket.