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kmay
Flexera
Aug 06, 2019
09:03 AM
1 Kudo
As we continue to modernize and improve Flexera Support offerings, we are happy to announce that our new Chat feature has been launched. We are very excited to offer Chat and we are taking careful and thoughtful steps to make sure its a success. Subscribe to this post to receive updates as we continue to update and change our Chat service.
Our plan for Chat will start with the basics; a simple live chat feature. In the beginning support chat will be active for only a few hours a day while we analyze activity and ensure we can manage the traffic properly. Once we have gained confidence in our system and traffic management, we will increase our availability to include local business hours.
We will strive to resolve cases within the chat, however, when we can’t we will create the case for you. The chat transcript will be added to the case and you will receive a notification that a case has been created and updated. From there we will assign the case to the appropriate person to resolve.
To access the chat, you’ll need to be logged in to your community account. If you haven’t created an account in our community, you can do so now by clicking the Sign in option located in the upper right-hand corner of the page and then select the option to create an account. On this page, create a new account using your business email address. Once your account is created, and it’s properly linked to your company, you’ll have the ability to access our chat feature.
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Jul 03, 2019
01:18 PM
2 Kudos
You’ll soon have a better way to reach Flexera support on the phone. As we continue to invest in enhancing the support we provide, we’re excited to let you know that we’re upgrading our support phone system on July 8 . To learn more about what changes are coming and what you need to know, please read the detailed information below.
When can I start using the phone numbers?
The new numbers will become available on July 8. Although we’re anticipating a smooth transition, we’ll be porting our legacy phone numbers throughout July 8, so there’s a slight possibility of brief interruptions in service. To receive the best service and avoid interruptions, we strongly advise you to use the new numbers.
Where can I find the new support phone numbers?
To access our new numbers, visit the Flexera Community and select the Get Support tab located near the top of the page. From this dropdown, select Contact Information. You’ll find a list of our new support numbers on this page ( cli c k here ) The numbers are also listed below:
Region
Flexera
North America
+1 877-279-3781
Europe
+44 800 047 8643
Asia/Pacific
+61 1800 560 584
Japan
+81 3-4540-5335
What to expect when you call
During local business hours:
You’ll hear a greeting
Your call is directed to the queue
A Flexera engineer answers your call
The engineer assists or transfers you to the right resource
After hours or if no agents are available: you'll be transferred to our voicemail after a 5-minute wait
How long will the old numbers work?
The legacy phone numbers will remain active for the next three months, until Oct. 14, 2019 .
Thank you for being a Flexera customer!
Kimberly May, Vice President Support Services
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- Tags:
- support
Jul 01, 2019
10:18 AM
1 Kudo
Hello mfranz -
Thank you for your comments. Both 'full text on hover' and Export are expected to be added on July 12th! Watch this space for a blog post for information on these and other new features expected on that date.
Kimberly
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Jun 04, 2019
08:08 AM
4 Kudos
There is good news for all of you who use support through the Flexera Community.
As of this last weekend, you have access to the case management portal features you’ve come to expect. I appreciate your patience during this transition.
Back in April, I wrote an update to keep you in the loop about all the hard work that was going on behind the scenes to bring the case management portal to 100 percent.
Since June 1, you have:
Capability to view all transitions on your case, including email and comments in-line as they were received
Ability to search based on case number
View and sort on all case variables, including severity and status
Change severity on closed cases to reopen
Option to close a case from the case screen
Timestamps for all case activity will be visible
Improved format and page layout
During the next week, we would like to gather feedback on the new capabilities. Please share any requests for support portal enhancements below. Many thanks to the Support Team who worked this weekend to test and to community members @pennym @jaalstead @EHacking @bmaudlin @mark_robinson @Tooling42 @chirag_sharma2 @dmathias @vinod_jadhav @john_a_price for the feedback that was vital in making the portal better. These conversations helped us design a solution that will improve the experience for all community users.
Thank you for your patience through this process to reinstate features and, more so, thank you for being a Flexera customer.
Kimberly May, Vice President Support Services
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May 16, 2019
03:11 PM
Hi PennyM, I am going to get the right person onto this thread in order to get the right answer.
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May 02, 2019
03:28 PM
Thanks for your feedback Ben!
Our case management improvements are planned for the end of May. I have added your input to our list of desired features. Watch this post for updates!
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May 01, 2019
05:02 PM
Hi mark_robinson,
This is the place. Thank you for your feedback. We are in the process of improving our case management screens. Please see this blog post for more details, and subscribe if you wish to see updates as we get closer to launch. I will do a check on the comments screen when we get to testing.
https://community.flexera.com/t5/Flexera-Perspectives-blog/Community-Case-Management-Update/ba-p/96544/jump-to/first-unread-message
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Apr 18, 2019
03:04 PM
2 Kudos
@vinod_jadhav:
I completely agree and we are putting this feature back in the product. Please see my blog post on our plans to change our Case Management Screens:
https://community.flexera.com/t5/Flexera-Perspectives-blog/Community-Case-Management-Update/ba-p/96544/jump-to/first-unread-message
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Apr 18, 2019
08:08 AM
1 Kudo
@dmathias: I will send you a private email on this. We have had a few reports of this from customers since our launch and we usually find the cause is due to an oddity around the user registration or the account set up. Since we are going to talk more deeply about your cases, I will take our discussion off line.
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Apr 17, 2019
03:16 PM
Thanks for this great information!
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Apr 17, 2019
03:12 PM
Is there any more current information available on this topic?
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Apr 16, 2019
11:28 AM
2 Kudos
I would like to direct you to a blog post about the Case Management Window in Community. We are working now to restore all the features you have come to expect. We were unable to deliver these within our launch time frame, but did not want to delay forums and knowledge base curation because of it. I understand this choice presents a difficulty. We are working to fix as quickly as possible!
https://community.flexera.com/t5/Flexera-Perspectives-blog/Community-Case-Management-Update/ba-p/96544/jump-to/first-unread-message
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Apr 16, 2019
11:22 AM
3 Kudos
Our plan is to target a limited roll-out of chat starting in Q3. The exact schedule is being determined now. We are using a combination of research, industry best practices, and interviews of experts to determine the best way to introduce chat into our Support experience. The goal of our plan is to make sure we can meet demand for the service, since we anticipate it will be quite popular!
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Apr 15, 2019
03:53 PM
3 Kudos
Hi there!
We are so pleased you have visited our new customer community! Our launch of the Flexera Community on April 8th has largely been a success. We’re filled with excitement as we watch Flexera customers log in and explore the exciting opportunities offered by our new progressive community platform.
There is one area where we could have done better. Due to the complexity of the Flexera support case management system, we were unable to offer the depth of functionality our My Cases previously offered. This has been a difficulty for some customers, and for that I sincerely apologize.
Here's the good news–we’re bringing back the old page. This change will restore all the features you’ve come to expect. Our community team is already working to transition the functionality to the new site, and we expect delivery in May.
Here's what to expect in May:
Ability to view all transitions on your case, including email and comments in-line as they were received
Ability to search based on case number
View and sort on all case variables, including severity and status
Change severity on closed cases to reopen
Option to close a case from the case screen
Timestamps for all case activity will be visible
Improved format and page layout
Thank you for being a Flexera customer!
Kimberly May, Vice President Support Services
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Latest posts by kmay
Subject | Views | Posted |
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1001 | Aug 06, 2019 09:03 AM | |
482 | Jul 03, 2019 01:18 PM | |
1692 | Jul 01, 2019 10:18 AM | |
2822 | Jun 04, 2019 08:08 AM | |
1639 | May 16, 2019 03:11 PM | |
2235 | May 02, 2019 03:28 PM | |
1820 | May 01, 2019 05:02 PM | |
1759 | Apr 18, 2019 03:04 PM | |
2419 | Apr 18, 2019 08:08 AM | |
230 | Apr 17, 2019 03:16 PM |
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