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TPx Customer Portal Guide

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  4. TPx Customer Portal Guide
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  4. TPx Customer Portal Guide

Download the TPx Customer Portal Guide or view articles below for more details.

Overview Page
Support Page
Case Details
How to Create a Case
Required Fields
Attachments
Submit
How to Reset Password
Change Password
How to Reset a Forgotten Password
How to Unlock Account

 

 

 

OVERVIEW PAGE

The overview page provides you a quick view into the most up-to-date information about your open cases.

Access the Support page by selecting the Support icon in the left pane of the Customer Portal.
The Updates section displays the recent updates for open support cases.
The Open Support Requests section displays a list of open support cases. Select a case number to view more details.
Select the New Support Request button to open a new support case.

 

 

 

SUPPORT PAGE

The Support Page provides deep insights into all the cases you’ve opened for TPx.

• Access the Support page by selecting the Support icon in the left pane of the Customer Portal.
• Click on a case number to view additional case details.
• Sort cases by clicking on the column title.
• Filter case list by status, date updated, or location by clicking on the Filter icon.
• Download the list of cases by selecting the Download icon.
• Click on the New Support Request icon to create a new support case.

 

 

 

CASE DETAILS PAGE

The Case Details page provides full insight into an individual case.

• Access the Case Details page by clicking on a case number in the Overview or Support pages.
• Select the Activity Stream tab to view the latest case updates.
• Select the Attachments tab to add an attachment to the case.
• Type a message to send to the case owner in the message bar.
• Cancel the case by selecting the Cancel Case button.

 

 

 

HOW TO CREATE A CASE

Select “New Support Request” in the Overview page.

or Select “New Support Request” in the  Support page.

All fields with a red asterisk next to them are required fields, and are listed on the right, under Required Information. As each field gets populated, the red field boxes will disappear.

The Account and Contact fields are pre-populated in the Create Support Request form. Additional contacts can receive updates by adding them to the Watch List field.

 

 

 

REQUIRED FIELDS

Support Request Type: Select the Support Request Type from the drop-down list. The available types are:
Billing: Billing, Credit requests, Collections, Account/Contact Updates
Data and Networking: Data, Networking, Private/MPLS, and Managed WAN/SDWAN
Fraud: Fraud, Call Annoyance, Phone System Hacking
Managed Service: Managed Endpoints, Backups, Office 365, Firewalls, or Data Centers
Voice: UCx, SmartVoice, and all TDM Products (BL, BLC, BLD, PRI, CAS, OP)
Category: Select the Category from the list, which will vary based on the Support Request Type.
Service Location: Select the location that has the service or asset in question from the Service Location drop-down list.
Product: Select the affected Product from the drop-down list. The Products listed will be the Products associated with the Service Location selected.

 

 

 

ATTACHMENTS

To add an attachment, select the “Add attachments” link at the bottom of the form.


SUBMIT
Once completed, select the Submit button to create the Case.

 

 

 

HOW TO RESET PASSWORD

Select name in the top right and select My Account.

Select the Reset password button.

Select a forgotten password question to reset or unlock account if the password is ever forgotten.

Choose a Question from the drop-down list. Enter the answer in the Answer field and select the Save button to save the challenge question.

 

 

 

CHANGE PASSWORD

To change a password, enter the Current and New password, confirm the new password, then select the Change Password button. A “Password changed successfully” message will appear.

A confirmation email will be sent from TPx Admin ([email protected]) indicating a password change was made.

 

 

 

HOW TO RESET A FORGOTTEN PASSWORD

To reset a forgotten password, select the “Need help signing in?” link at the bottom of the login page. Select the “Forgot password?” link.

Enter your Email address or Username and select the Reset via Email button.

An email will be sent from TPx Communications ([email protected]) with a Complete Password Reset link that will expire in 1 hour.

 

 

 

HOW TO UNLOCK ACCOUNT

After too many login attempts, a user will be locked out of the Portal. If a Password challenge question has been setup, you can unlock your account by selecting the “Need help signing in?” link. Next, select “Unlock account?”

Enter your Email address or username and select Send Email.

Open the email from TPx Communications ([email protected]) and follow the instructions to unlock your account. If the password is unknown, please complete the Forgot Password steps to reset the password.

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