Support Portal

1. Select the communication, on the dashboard, you wish to track.


2. Tracking screen for the communication.  Starting at the top right corner of the page, you are able to do the following:



Export. A complete PDF export of the communication notice with a listing of all recipient responses.

Delete. Allows you to permanently delete a communication from the system.

Edit.  Allows you to edit the notice.

Archive. Allows you to either archive the communication without notification, or send a message to recipients notifying of the release (if a hold). 

Notices.  Select a specific notice to track.  You can also add a notice from here.


3. Once you select your notice, you can view your data by toggling between:



Recipients.  The default view of all recipient responses and corresponding information.  

Emails. A list of all notifications that have been sent under this communication (Original, Reminders, Escalations, Follow-ups).

Scheduled. Provides insight on all future communications currently scheduled to be sent.

Files. Allows for uploading any files pertinent to the specific communication.

Reports. Provides the ability to generate PDF and Excel reporting on recipient responses and survey results (if applicable).   


4. As an administrator, below are the following options you have when tracking responses:



Send Reminder. Create an email to send to all recipients who have not responded to their notice. This will allow you to schedule automated reminders to be sent to those who have yet to record a response on whatever frequency you set.

Escalate. Create an email to send to the managers of all recipients who have not responded to their notice (only if manager email information have been imported within the system). 

Follow Up. Create an email to send to all recipients on the notice, regardless if they have responded or not.  FOLLOW UP emails are often used if either you have an ongoing litigation hold and want to be sure the recipients are aware that this is still active or if there has been an update that you want to communicate to everyone.

Add Recipients. Add additional recipients to your notice. The original notice will be shown below your email message.

 
5. For managing your recipients on an individual basis, please see the following options:



Upload. Import a prepared recipient data file, using the Recipient Upload Template. 

Resend. Resend the original notice to selected recipients. 

Respond. Respond for the selected recipients.  You will be listed as responding on the recipient’s behalf in the ENTERED BY column.

Release. Release individual recipients from a notice.  You will be prompted to send a release communication to the recipient if you wish.  Recipients who have been Released will now show up under the Previous Recipients tab.

Remove. Remove selected recipients from the notice so they will no longer receive future communications. Recipients who have been Removed will now show up under the Previous Recipients tab.

Export. Takes your information to a .csv file that you can view and/or save.  This allows you to filter through the data as part of the tracking process.

Show. This allows you to view the data within the system by filtering the SHOW feature. You can select, CURRENT RECIPIENTS, PREVIOUS RECIPIENTS (those who were either removed from the notice or deactivated) or ALL RECIPIENTS.  You can also select ON NOTICE, WITH RESPONSES, WITHOUT RESPONSES or COPIED.  This allows you to filter the information that is important to you.

6. Customize Column Headings. 

On the right side of the column headings, you can customize the number of columns you wish to view, by selecting the configure gear on the right side of the column headings. Dragging a row up or down will slide the column right or left after you click save.