Navigating GOsupport
This guide will help users with accessing information within and submitting cases through GOsupport.
Important Information
GOsupport is an ever-evolving application that will continue to grow as we add new Knowledge Articles, videos, and White Papers.
GOsupport is an application that allows clients to:
- Create support and new work cases
- Collect training materials to onboard new users
- Increase knowledge using resources in the Knowledge Base including updated guides and videos
- Interact with other clients through Forums
- View important announcements about known issues regarding akoyaGO products
- Register for upcoming virtual events, such as User Groups and Product Update Webinars
- View previous event recordings
GOsupport’s main purpose is the submission and tracking of Support cases. However, there are other helpful areas to explore.
Signing in to GOsupport
1. Click the GOsupport link under the Resources section in the side navigation bar of akoyaGO. You can also reach GOsupport directly from this URL: gosupport.powerappsportals.com
2. Click the Sign in button in the upper right-hand corner.
3. On the following page, you will be prompted to Sign in using a Microsoft account.
- If you have reached GOsupport through the CRM link OR by navigating to the portal in the same browser in which you are already signed into your MS account, you will be able to simply click the Microsoft button and automatically log in.
- If neither of the above scenarios apply, you will be prompted to sign in with your email and password. Please note, the email address must be the same address that is associated with your MS Account.
Using Announcements
Announcements notify clients of major Product Bugs that have been identified by our Support and Development teams. Within Announcements, the Date, Status Reason, akoyaGO Product, and Title of the Case are provided and can be referenced for updates about the status of the case.
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Using the Knowledge Base
The Knowledge Base provides clients with a variety of resources to allow self-sufficiency within the akoyaGO products including:
- Knowledge-Based Articles
- Videos
- Webinars
- Learning Courses
Many of our Knowledge Articles and videos are sorted by their associated akoyaGO Product or Category. Begin by clicking on a category to view relevant resources.
When new users are added to your organization or accessing new areas of the products for the first time, we recommend that the Point of Contact or System Administrator creates a list of relevant videos and Knowledge Articles from the Knowledge Base specific to the new user's role within the organization.
Using Forums
Forums are a place to connect and engage with other akoyaGO users to share best practices for managing data and additional insights on akoyaGO products. Within Forums, you can select a category to start a new thread or reply to others. We encourage peer-to-peer interaction.
Using Events
Register for upcoming virtual events, such as User Groups and Product Update Webinars. Previous event recordings will become available within one day of the event.
To receive more information about upcoming or previous events, click the name of the event to access additional information including the webinar's recording following the event.
Using My Support
Through My Support, clients can:
- Create cases for support or new work
- Review the status of cases
- Add additional information/attachments
- Cancel cases
Creating a New Case
1. Once in My Support, click on the Open a New Case button on the right-hand side of the window. (You will also have an option to search for guides related to your question on this page as well.)
2. When you begin to type in the “Subject of Issue” field, you will notice a small refresh symbol appear. This refers to the fact that the system is searching for guides that may be helpful for you regarding this issue. After a moment, suggested topics will populate related documents.
Filling in Detailed Information
If the suggested topics were not quite what you were looking for or no options populated, you can choose to fill out all necessary information related to your concern:
- The “Organization” and “Contact” fields will automatically populate (as long as you are logged in with your active work-associated email address)
- There will be several distinct products to choose from (including an ‘Other’ option) from the drop-down for the required “Which product?” field
- There are two optional fields:
- “What entity” examples include: Contacts, Requests, Gift Payments, Donors & Prospects, etc.
- “Record name and number” would likely relate to a specific gift/payment/contact/etc.
- In the “Severity of your problem” drop-down, you can choose to give us an idea of how pressing the issue is, or if it is a question or request for customization.
In the last text field, you will be asked to give as much detailed information as possible regarding your case.
Note: At this time, you will not be able to “copy and paste” any screenshots/images into the text box and will need to attach them using the ‘Choose Files’ button.
Tracking Active Cases
Once you have submitted a case, you will be redirected back to the ‘My Support’ area. Here you will be able to see the case you just created, as well as any other active cases.
Clicking on the case number will take you to the case record itself. Once the Support Team has received a case, you will be able to track who has been assigned to it, the stage of the case, as well as any additional note attachments.
Adding Additional Information
1. To add more information/images, scroll to the bottom of the case record, and click the Add note button.
2. A pop-up window will appear where you can enter information.
3. After adding the note, click on the Update button in the lower left.