This article provides an overview of both Internal and Vantaca Support options, explains how to get assistance, and contact us for help. 

Vantaca provides multiple support options to help users resolve issues and get assistance:

• Internal Support: Connects users with their management company's designated support team.
• Vantaca Support: Provides direct access to Vantaca's technical support resources through a searchable knowledge base and ticket system.

Both options are accessible through the Help menu and require specific user permissions to function properly.

Important: If you are using Help options for the first time, ensure you have completed the permission setup outlined in the following sections.

Contents

• Vantaca Help Menu
• Internal Support
  • Enable the Internal Support Permission
  • Submit Internal Support Tickets
• Vantaca Support
  • Enable the Vantaca Support Permission
  • Access Vantaca Support
  • Resize the Support Screen or Print Materials
    • View Articles in Full Size
    • Print or Save Articles

Vantaca Help Menu

The Help menu provides access to support options and user settings. Menu options display based on your assigned permissions. If an expected option is missing, verify your role permissions.

Navigate to Help in Vantaca to see the following options:

• Comm Preferences: Configure user communication settings. See the "User Communication Preferences" article for details.
• Internal Support: Submit tickets to your management company's support team. 
• Vantaca Support: Access Vantaca's knowledge base and submit tickets to Vantaca Support
• Change Password: Update your user password. See the "How to Change User Passwords" article for details.

Internal Support

Internal Support allows users to submit tickets directly to their management company's designated support team. All tickets remain within the management company and are handled by assigned superusers.

Enable the Internal Support Permission

Internal Support should be available to all users. If users cannot see this option, verify they have the proper permission.

To enable the Internal Support permission:

1. Navigate to Settings > Roles.
2. Search for the role you want to modify and click the caret beside the role name.
3. Locate the Help section and click Edit beside Internal Support.
   The Edit Role Security screen opens.
   
   
    
4. Select Submit Tickets.
5. Click Save changes.

Submit Internal Support Tickets

To submit an Internal Support ticket:

1. Navigate to Help > Internal Support. 
   The Support Ticket screen opens.
   
   
    
2. Select the appropriate issue area from the available options.
3. Enter a detailed description of your issue or question.
4. Click Update.
   The system creates an action item and sends it to users with the internal Software Support role. An assigned superuser will provide an answer or resolution.

Vantaca Support

Vantaca Support provides superusers with direct access to Vantaca's technical support team through a searchable knowledge base and ticket submission system.

Enable the Vantaca Support Permission

All superusers should have access to Vantaca Support. If the option is not visible, verify the proper permission is enabled.

To enable Vantaca Support permission:

1. Navigate to Settings > Roles.
2. Search for the role you want to modify and click the caret beside the role name.
3. Locate the Help section and click Edit beside Vantaca Support.
   The Edit Role Security screen opens.
4. Select Submit Tickets.
5. Click Save changes.

Access Vantaca Support

To access Vantaca Support:

1. Navigate to Help > Vantaca Support. 
   The Support popup displays in the lower-right corner of your screen.
   
   
    
2. Enter a question or topic in the search field to find related articles. 
   The Help screen displays the top search results.
   
   
    
3. Click relevant articles to review potential solutions.
4. If you cannot find an answer, click Contact us. 
   The Vantaca Support screen opens.
   
   
    
5. Enter your question details and relevant information in the provided fields.
6. Click Send.

The ticket is sent to the Vantaca Support team for evaluation and response.

Resize the Support Screen or Print Materials

The Vantaca Support screen displays in the lower-right corner of your screen after navigating to Help > Vantaca Support. You cannot resize the screen, but you can open articles in a full-size window for better viewing and printing.

View Articles in Full Size

To view articles in full size:

1. Click one of the suggested article titles in the Support screen.
   The article displays.
2. Click the View Original Article (1) icon.
   
   
   
   The full Vantaca Support article opens in a new browser tab where you can it at full size.

Print or Save Articles

To print or save articles:

1. Open the article in a new window using the steps above.
2. Use your browser's print function:
   • Windows: Press Ctrl+P
   • Mac: Press Command+P
3. Select your output option:
   • Print: Creates a paper copy
   • Save as PDF: Creates a digital version

FAQ

Q: How do I add a Super User for my organization?

A: Please contact your Customer Success Manager (CSM) directly to request a Super User addition.