Support Portal Basics

Last Modified on 2022-12-19 22:13:05 +0100

Welcome to the Power Factors Support Portal, where logged in users can:

  • Submit and view Tickets

  • Browse the Knowledge Base for articles

  • Search for tickets and articles.

In this article:

Prior to login

Visitors to who have not logged in 1 will only see general access articles under the Getting Started section in the Knowledge Base:

The Getting Started section includes articles on:

  • How to use the Support Portal

  • How to login and access the different Power Factors products.

To access the full Knowledge Base and be able to submit and view tickets, users must first log by following the steps in Support Portal: Log in.

After login

Once logged in, users will be able to access ALL Support Portal functionality, such as:

  • Access all Knowledge Base articles that are visible to Logged-in users

  • View any Tickets they have submitted

  • Submit a Ticket 2

via the Navigation bar, or by clicking on the various cards on the home page.

In addition to Getting Started, users will now be able to view Product-specific categories in the Knowledge Base3, such as:

  • BluePoint

  • Drive

  • Drive O&M

  • Ekhosoft

  • Greenbyte

  • Implementation

  • Drive Release Notes

  • Drive O&M Release Notes

  • Greenbyte Release Notes

1 Drive and Drive O&M users who have logged in to their respective applications will be automatically logged into the Support Portal, see Single Sign On with Drive.

Greenbyte users must take additional steps before accessing the Support Portal, see Support Portal: Log in with Greenbyte.

2Customers can also submit tickets from Drive and Drive O&M, see:

3For more information on how to navigate the Power Factors Knowledge Base, see Support Portal: Knowledge Base.

The Search bar enables users to search for Tickets as well as Articles. Logged in users will also be able to take full advantage of this feature which is prominently displayed on the Home page:

In all other pages, the Search bar can also be found under the Navigation bar :

As can be seen in the above screenshots, clicking inside the Search bar will display a panel with:

  • Recent Searches

  • A link to Clear all previous searches

  • Popular Articles

as well as filters to show results:

  • All (Articles and Tickets)

  • Articles

  • Tickets

Best Practices

  1. Typing in a search term will return an initial list of results in the panel:

    1. Click on either Articles or Tickets to filter the results

    2. Click View all to see ALL results in a separate page.

  2. Since the Knowledge Base includes ALL Power Factors Products documentation, some terms will return results from various Products.

    1. Prefacing a search term with the Product name will show more relevant results.

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