ER Customer Support Member Highlights Top Resource for System Questions

ER Customer Support Member Highlights Top Resource for System Questions

January 11, 2019

Hi, I’m Katie and I’m part of Emergency Reporting’s Customer Support team. You may have spoken to me over the phone, corresponded via email, or seen my comments and posts in our Community Forum (As time allows, I’ve been posting in the Weekly Challenge and Discussion board – watch for some more challenges soon!). I’ve been with the team for a little over a year and I learn more about our awesome system all the time.

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The Support team works to help you, our customers, navigate ER like pros and learn the system when difficult questions come up. We’re well versed in all system areas and try to stay on top of upcoming system changes, system improvements, and bug fixes. You can call, chat and email the team with questions and issues, and we’ll do our best to respond quickly with helpful information.

Sometimes for system questions, the best resource is our online Support Center – the Knowledge Base – which has articles and recorded webinars written by our Training team and other ER experts. It’s also one way you can submit a Support ticket to us, and how to access the Chat feature for quick support.

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Because our Support Center is hosted in a different platform, you’ll have to login to access the information. This is different from the login you may already have for the Emergency Reporting system. If you’ve never logged into the Support Center, you’ll use the “Sign Up” option to create a username and password. If you’ve submitted a Support ticket and emailed with someone on the Support team before, your email address may already be registered in the system. Then you can choose the “Get a Password” link to finish creating your account login. You can save the web address for the Support Center login page (emergencyreporting.zendesk.com) so you can easily access the Knowledge Base from your computer.

When you want to access the Knowledge Base, there are a couple of different ways to get there. From our main marketing website, emergencyreporting.com, choose the header for Resources, then mouse over (without clicking) the Training & Learning sub-header. A quick link to the Knowledge Base is on that list.

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The other easy way to get to the Knowledge Base is from the homepage of your Emergency Reporting account. Near the logout button at the top right, there’s a button for Support.

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Clicking that brings you directly to the Support Center login page.

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Our Support Center has some awesome features. I’ll be doing more in-depth explorations of the Community Forum, the Knowledge Base articles, and our “Submit a Ticket” feature (for contacting Support) in upcoming blog posts. Thanks for joining me and as always, reach out if you have any questions!

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