Partner Support Management — Product Tour

Full walkthrough

1. Partner Support Management gives you a structured way to raise, track and resolve issues right in the portal — Identification and ticket creation, Validation and prioritization, Analysis, Tracking and reporting, Escalation if needed, and Resolution and closure. Communicate with the vendor support team, attach files, exchange comments and monitor status at every stage, all in one place. Navigate here from Accelerate → Support → Support Tickets.
2. Select checkboxes enable bulk actions. Ticket Name is a linkable title, Ticket ID is a unique identifier like T-035 or T-043, then Category, Priority and Status.
3. The pen icon beside each ticket opens it for inline editing — it disappears once a ticket's Status is Closed. Clicking the Ticket Name opens the full details page.
4. Add creates a ticket from scratch, Delete removes the records checked in Select, Search Help Desk searches by keyword, and Saved Filters recalls a preferred view instantly.
5. Filter opens a right-side panel for building a targeted search. Press Next and we'll open it.
6. The Filter panel slides in from the right with the standard layout. Basic lists every column — Ticket Name, Ticket ID, Category, Priority, Status, Assign To, Created By, Partner Account, Schedule Date — each with an operator such as Contains or Equals and a search box. Advance builds field-by-field conditions you can add or remove. Insert Filter Configuration Name with Save Filter preserves the view in Saved Filters, Apply runs it and Clear resets it.
7. Click a Ticket Name to open its full details. Press Next and we'll open it.
8. View a Support Ticket — Accelerate → Manage Support Tickets → View a Support Ticket. Edit and Delete sit at the top, with left/right arrows to move between tickets.
9. Support Ticket Information covers Ticket Name, Ticket ID, Category, Priority, Status, Assign To, Schedule Date, downloadable Attachments, Created By and Partner Account.
10. Ticket Description holds the full write-up of the issue.
11. Category classifies the issue — New Requirements, Issues, Design Change Request, Configuration, or Question. Priority reflects urgency — Urgent, High, Medium, Low or Enhancement, shown in the grid as shorthand like P2-HIGH. Status tracks the lifecycle — New, Assigned, In Progress, Fixed, Closed.
12. Help Desk Comments is for the support team — Add creates a new internal entry, and each row shows the commenter's Name with edit and delete icons. This is separate from the partner-facing Comments tool below it.
13. Add opens the Comments entry form. Press Next and we'll open it.
14. The Comments form slides in from the right. Name is required — it identifies who is commenting. Attachment(s) takes files via Drag Here or Upload. Created By defaults to the current user and can be changed with Select or cleared. On the right, Ticket ID shows the ticket this comment belongs to and Comment ID is [System Generated], while Date Entered is picked from the calendar. Detailed Information holds Detailed Comments — a full WYSIWYG editor for the message itself. Save at the bottom of the panel files the comment into the Help Desk Comments grid; Cancel discards it.
15. Comments is a 1-dimensional tool for passing messages and sharing files with specific users or groups — comment here… is where you write, Search here finds prior comments, and page size plus navigation arrows handle pagination.
16. Write a message, choose Users or Groups, attach files if needed, and Post — it appears in the thread for every participant. Press Next and we'll post it.
17. Access rules: the record owner can see every comment, a user with admin permission can edit them, and any viewer or owner can download the attachments.
18. This ticket is Closed — notice Edit is gone from both this page and its row on the grid, underscoring that the lifecycle has ended and the record is preserved as a final audit trail.
19. Back on the grid, Add opens the Add a Support Ticket form. Press Next and we'll open it.
20. Ticket Name is required — the descriptive title. Ticket ID is auto-assigned.
21. Category, Priority and Status are all dropdowns using the same classification options you just saw.
22. Assign To's Select button opens a View Users popup. Press Next and we'll open it.
23. A Name filter and search field narrow the scrollable user list — click a name to assign it.
24. Schedule Date picks the target completion date from the calendar.
25. Attachments accepts files via Drag Here or Upload, straight from your local machine.
26. Created By auto-fills but can be changed with Select or cleared, and Partner Account links the ticket to the associated partner the same way.
27. Ticket Description is a full WYSIWYG editor with a rich formatting toolbar for drafting the detailed issue.
28. Save commits the ticket and returns to the listing, where the new record appears in the grid. Press Next and we'll save it.
29. From here, click into any ticket to add Comments and follow progress, or click Edit to update it as it moves through its lifecycle — Cancel discards changes at any point, and once Closed, editing is removed for good.
30. That completes Partner Support Management: browsing, filtering and creating tickets, working Help Desk Comments and the Comments tool, and following a ticket from New through Closed.

Questions about this tour

How does partner support ticketing work in ZINFI?

A partner creates a support ticket in the portal, and the ticket record holds the issue detail, Help Desk Comments and the Comments tool for follow-up. The grid supports browsing and filtering, and the ticket moves through a lifecycle from New to Closed.

Can a partner see the history of a support ticket?

Yes. Comments and status changes are recorded on the ticket, so the full exchange between the partner and the support team stays on one record.

Can support tickets be assigned to a specific person?

Yes. A ticket can be assigned to a support user, and the assignment is visible on the record along with the current status.

How long does the ZINFI Partner Support Management tour take?

About 10 minutes at a normal pace — 30 guided steps through the Partner Support Management module, part of the ZINFI Unified Partner Management (UPM) platform under the Accelerate pillar. The tour is self-paced and can be left and restarted from the beginning.

Do I need an account to take the Partner Support Management tour?

No. There is no sign-up and no demo call. The tour runs in the live interface on sandbox records, so nothing you click changes real data, and you can exit at any step.