Customer Support Updates
Yotascale’s new Customer Support Portal
Welcome to Yotascale’s new Customer Support portal! This new portal will allow you to easily create support tickets, interact with our Customer Support team and track updates in real time on any submitted requests.
There are three ways to submit a ticket:
Slack
Via Customer Portal: https://yotascale.zendesk.com/hc/en-us
To create a ticket using Slack: First send a message in the Slack regarding the issue. Then react to that message using the Ticket emoji. This will create a ticket and further communication in the thread about the issue will automatically be added to the ticket. Note that communication will appear to come from Clearfeed but the ticket is created in Zendesk and visible there. Clearfeed is only the communication channel to and from Slack.
To create a request via Email: Send an email to customersupport@yotascale.com with details of the request. Please be sure to include as much information about the issue you are experiencing and any relevant screenshots.
For any screenshots, please be sure to include the full frame (with any settings / filters applied in view). In the example below, we’ve highlighted important details like the Lens, Date Range, and the filter for Amazon Simple Storage Service. Including this information helps reduce the need for follow-up questions and speeds up the resolution process.
After submitting, you’ll receive a notification confirming that we've received your request, along with a link to create a Zendesk password. This will enable you to view and manage your tickets directly from the Support portal.
Here is an example of the email you will receive, prompting you to create a password to sign in to the portal. This is a requirement to submit and view tickets.
To access the Customer Portal: https://yotascale.zendesk.com/hc/en-us
We recommend marking this in your favorites for easy access
How to Submit a Ticket through the Yotascale Zendesk Portal:
Visit the Zendesk Portal
Go to Yotascale Zendesk Support
Sign In or Create an Account
If you already have an account, click Sign In at the top right of the page and enter your credentials.
If you’re new, click Sign Up to create a new account, following the prompts to set up your login.
Access the Support Page
Once signed in, click on Submit a Request at the top of the page.
Fill Out the Ticket Form
Subject: Provide a brief, clear title for your issue.
Description: Give a detailed explanation of the issue or request, including any relevant information or context.
Attachments: If applicable, include any screenshots or files that can help explain the issue. Please be sure to include the full frame (with any settings / filters applied in view). Including this information helps reduce the need for follow-up questions and speeds up the resolution process.
Submit the Ticket
After filling out the form, click Submit. You’ll receive a confirmation email indicating that your request has been received.
Create a Zendesk Password (If Needed)
If this is your first time submitting a ticket, you’ll receive an email with a link to create a Zendesk password. Follow the instructions to set up your password, which will allow you to view and manage your tickets.
Track and Manage Your Tickets
Once submitted, you can log in to the Zendesk portal at any time to track the status of your ticket and any follow-up responses from the support team.
