Help – Internal Support and Vantaca Support

Summary: This article will provide an overview of Internal and Vantaca Support options. 

In Vantaca there are two different Support possibilities which can both be found by navigating to the Help dropdown menu then, depending on the user’s permissions: Internal Support and Vantaca Support. Internal Support tickets stay within the Management Company and are addressed to the company Superusers. Vantaca Support tickets are sent to the Vantaca support team.

Internal Support should be available to all users. The permission for this can be found in the Role Security section Help and is called “Internal Support” with permission “Submit Tickets”.  When a user selects Help > Internal Support, an Action Item will be created where the user can select an issue area and enter their question. After clicking Update, the question will be sent to the internal Software Support role where an assigned Superuser will be able to provide an answer/resolution.

Internal Support tickets will stay within the Management Company.

If the Superusers needs additional assistance from the Vantaca Support Team, they can select Help > Vantaca Support.  The permission for this can be found in the Role Security section Help and is called “Vantaca Support” with permission “Submit Tickets”.  Selecting Vantaca Support will create a popup in the bottom right corner of your screen where details can be entered.  The first step for any new Vantaca Support ticket is search for related articles and will return the top results. 

If none of the results are sufficient, users can select Contact Us which will bring up a form where all details can be entered. After clicking Send the ticket will automatically go to Vantaca Support where the Vantaca support team will evaluate and provide a response/resolution.