{"_id":"59b9b8d6a328de0010674ba7","project":"55d535ca988e130d000b3f5c","version":{"_id":"55d535cb988e130d000b3f5f","__v":13,"project":"55d535ca988e130d000b3f5c","hasDoc":true,"hasReference":false,"createdAt":"2015-08-20T02:04:59.052Z","releaseDate":"2015-08-20T02:04:59.052Z","categories":["55d535cc988e130d000b3f60","55d6b238d2a8eb1900109eef","55d6b4f3250d7d0d004274cd","55d7967960fc730d00fc2852","55da9804e835f20d009fc5d0","55e75b1de06f4b190080dbfd","55e75b39e06f4b190080dbfe","55e75b7ae06f4b190080dbff","564f5a4e33082f0d001bb709","570fb64aa38d470e0060cbff","586d0dd89a854123001acd65","586d0e3b9a854123001acd66","5a613b28da07540012e8ca4a"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"category":{"_id":"55e75b7ae06f4b190080dbff","__v":10,"project":"55d535ca988e130d000b3f5c","version":"55d535cb988e130d000b3f5f","pages":["5637e17197666c0d008656a5","569591a4fcb1032d0089e037","569622eafe18811700c9c19b","5696c9588560a60d00e2c1e0","569709ca0b09a41900b2442b","5697129ac8ded91700307b77","5697190a59a6692d003fad6a","5697192969393517000c8280","569f11908f6d4b0d00f13bb2","56a0030b5b981c2b00383df0"],"sync":{"url":"","isSync":false},"reference":false,"createdAt":"2015-09-02T20:26:34.258Z","from_sync":false,"order":4,"slug":"frame-platform","title":"Frame Platform"},"user":"564a0c68e2efd717002afd2a","__v":0,"parentDoc":null,"updates":[],"next":{"pages":[],"description":""},"createdAt":"2017-09-13T23:01:42.121Z","link_external":false,"link_url":"","githubsync":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":25,"body":"Frame Platform Strategic Tier customers have the option to manage support cases using our online case management portal. This is an additional capability that goes beyond our standard email-based case management process. Our Customer Success team will work with you to create user accounts for your organization.\n\nOnce you have been given access to the portal, you should receive an email asking you to create your password. Once your password is created, you will be directed to Frame’s Knowledge Base. From here you can click  “Support Cases” to create a new case or to view all of the cases your company has submitted.\n\nNote: If you do not receive the email to create your password, please contact support:::at:::fra.me asking for your Password to be reset. \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/322b297-image1.png\",\n        \"image1.png\",\n        1080,\n        871,\n        \"#272727\"\n      ]\n    }\n  ]\n}\n[/block]\nFrom the “Support Cases”  page you can see case status, authors, and dates created. \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/7495b42-image5.png\",\n        \"image5.png\",\n        1179,\n        618,\n        \"#dcd6d7\"\n      ]\n    }\n  ]\n}\n[/block]\nBy clicking on the subject of a case, you can see the entire case history along with comments and comment authors.  Click inside of the “Add Comment” window at the bottom of the page to add additional comments or upload files. \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/2f02b07-image3.png\",\n        \"image3.png\",\n        1259,\n        928,\n        \"#d8e2e6\"\n      ]\n    }\n  ]\n}\n[/block]\nClicking on the “Edit Case” button will allow you to change the subject, description, and priority of a case. \n[block:callout]\n{\n  \"type\": \"danger\",\n  \"body\": \"IF YOU UPDATE THE STATUS OF A CASE TO “URGENT ,” YOUR ACCOUNT WILL TRIGGER AN ORGANIZATION-WIDE SEV1 INFORMING EVERYONE THAT THE SYSTEM IS DOWN.  DO NOT USE THIS OUTSIDE OF THE SPECIFICATION OF YOUR SUPPORT AGREEMENT.\",\n  \"title\": \"PLEASE  NOTE:\"\n}\n[/block]\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/52aab1e-image6.png\",\n        \"image6.png\",\n        645,\n        374,\n        \"#e9e8e8\"\n      ]\n    }\n  ]\n}\n[/block]\nWhile on the previous “Support Cases” page, you can also submit a new case by clicking the red button at the bottom of the page.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/5cc671b-image4.png\",\n        \"image4.png\",\n        1085,\n        273,\n        \"#e4e0e1\"\n      ]\n    }\n  ]\n}\n[/block]\nThis will take you to a page requesting more details. Here, you will set the case priority, case reason, and author of the case (along with their email address.) You may also add anyone who should be CC’ed on this particular case. There is also a “Need Answers Fast” section on the right of these fields which will populate relevant articles that may pertain to your specific issue (based on what you type in your subject.) \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/0953539-image2.png\",\n        \"image2.png\",\n        1193,\n        927,\n        \"#c71a12\"\n      ],\n      \"sizing\": \"smart\"\n    }\n  ]\n}\n[/block]\n\n[block:callout]\n{\n  \"type\": \"danger\",\n  \"body\": \"IF YOU UPDATE THE STATUS OF A CASE TO “URGENT,” YOUR ACCOUNT WILL TRIGGER AN ORGANIZATION-WIDE SEV1 INFORMING EVERYONE THAT THE SYSTEM IS DOWN.  DO NOT USE THIS OUTSIDE THE TERMS OF YOUR SUPPORT AGREEMENT.\",\n  \"title\": \"PLEASE  NOTE:\"\n}\n[/block]","excerpt":"","slug":"customer-portal-case-management","type":"basic","title":"Customer portal case management"}

Customer portal case management


Frame Platform Strategic Tier customers have the option to manage support cases using our online case management portal. This is an additional capability that goes beyond our standard email-based case management process. Our Customer Success team will work with you to create user accounts for your organization. Once you have been given access to the portal, you should receive an email asking you to create your password. Once your password is created, you will be directed to Frame’s Knowledge Base. From here you can click “Support Cases” to create a new case or to view all of the cases your company has submitted. Note: If you do not receive the email to create your password, please contact support@fra.me asking for your Password to be reset. [block:image] { "images": [ { "image": [ "https://files.readme.io/322b297-image1.png", "image1.png", 1080, 871, "#272727" ] } ] } [/block] From the “Support Cases” page you can see case status, authors, and dates created. [block:image] { "images": [ { "image": [ "https://files.readme.io/7495b42-image5.png", "image5.png", 1179, 618, "#dcd6d7" ] } ] } [/block] By clicking on the subject of a case, you can see the entire case history along with comments and comment authors. Click inside of the “Add Comment” window at the bottom of the page to add additional comments or upload files. [block:image] { "images": [ { "image": [ "https://files.readme.io/2f02b07-image3.png", "image3.png", 1259, 928, "#d8e2e6" ] } ] } [/block] Clicking on the “Edit Case” button will allow you to change the subject, description, and priority of a case. [block:callout] { "type": "danger", "body": "IF YOU UPDATE THE STATUS OF A CASE TO “URGENT ,” YOUR ACCOUNT WILL TRIGGER AN ORGANIZATION-WIDE SEV1 INFORMING EVERYONE THAT THE SYSTEM IS DOWN. DO NOT USE THIS OUTSIDE OF THE SPECIFICATION OF YOUR SUPPORT AGREEMENT.", "title": "PLEASE NOTE:" } [/block] [block:image] { "images": [ { "image": [ "https://files.readme.io/52aab1e-image6.png", "image6.png", 645, 374, "#e9e8e8" ] } ] } [/block] While on the previous “Support Cases” page, you can also submit a new case by clicking the red button at the bottom of the page. [block:image] { "images": [ { "image": [ "https://files.readme.io/5cc671b-image4.png", "image4.png", 1085, 273, "#e4e0e1" ] } ] } [/block] This will take you to a page requesting more details. Here, you will set the case priority, case reason, and author of the case (along with their email address.) You may also add anyone who should be CC’ed on this particular case. There is also a “Need Answers Fast” section on the right of these fields which will populate relevant articles that may pertain to your specific issue (based on what you type in your subject.) [block:image] { "images": [ { "image": [ "https://files.readme.io/0953539-image2.png", "image2.png", 1193, 927, "#c71a12" ], "sizing": "smart" } ] } [/block] [block:callout] { "type": "danger", "body": "IF YOU UPDATE THE STATUS OF A CASE TO “URGENT,” YOUR ACCOUNT WILL TRIGGER AN ORGANIZATION-WIDE SEV1 INFORMING EVERYONE THAT THE SYSTEM IS DOWN. DO NOT USE THIS OUTSIDE THE TERMS OF YOUR SUPPORT AGREEMENT.", "title": "PLEASE NOTE:" } [/block]