Accessing customer support
For assistance using Plexus there are three (3) standard ways to raise a support ticket:
Send a message through live chat to our support team who will create a ticket for you. Access the live chat in the bottom right hand corner of your screen.
E-mail [email protected] and our support team will create a ticket for you.
Submit a ticket through the Customer support portal.
This guide will cover off the third method to contact support, which involves using the Customer support portal.
The customer support portal houses all of your support tickets in one place. If you have this portal enabled for your account, you can raise and keep track of support tickets.
Raising a support ticket
Step 1. Start by visiting our customer support portal and sign in with your credentials. If you don't have access, you can reach out to our support team via live chat or e-mail [email protected] for assistance instead.
Step 2. Once logged in, select Plexus support from the tiles provided.
Step 3. Select the query type from the list provided. Our query types are related to:
Platform performance - to be clicked if you can't access our platform or a key feature
Technical support - gateway - to be clicked if you require technical support or troubleshooting related for Plexus
Technical support - apps - to be clicked if you require technical support or troubleshooting on one of our custom applications
Functional support - apps - to be clicked if you would like assistance using any of the functions on our custom applications.
Functional support - gateway - to be clicked if you would like assistance with using any of the features on Plexus
Suggest a new feature - to be clicked if you'd like to provide feedback on our functionality, or if you'd like to request a new feature in the platform
Suggest improvement - to be clicked if you'd like to suggest an improvement on our functionality.
Other questions - to be clicked if none of the above categories addressed your query
Licensing and billing questions - to be clicked if you require assistance with payments
Step 4. Once you've categorised your request, fill in the details of your request, providing as much information as you can. Provide a summary to help you find your request at a later date, and provide a wider description to help our team to solve or address your query.
Step 5. Provide any attachments if relevant.
Top tip! Screenshots can often help us to examine or diagnose your query further.
Step 6. Once you're happy with your inputs, click Send.
Still stuck? Reach out to our support team via live chat instead or e-mail [email protected]