Help: Internal Support and Vantaca Support

This article provides an overview of Internal Support, explains how to get assistance from your management company's support team, and covers the permission setup required to use it.

Vantaca provides Internal Support to help users resolve issues and get assistance: Internal Support connects users with their management company's designated support team, and is accessible through the Help menu.

For direct access to Vantaca's own technical support team, superusers use the Vantaca Support Agent, accessible from the left toolbar. See the "Vantaca Support Agent" article.

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 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 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.
• 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.
   Vantaca creates an action item and sends it to users with the internal Software Support role. An assigned superuser provides an answer or resolution.

FAQ

Q: How do I add a Superuser for my organization?

A: Contact your Customer Success Manager (CSM) directly to request a superuser addition.

Back to Top