Maximizing Your ESPRITWeb Support Portal

Once submitted, the system automatically routes your request to our support queue, and you’ll be notified when your ticket has been assigned to an application engineer.

Keep Communication Inside the Ticket

Here’s a pro tip: always keep your communication within the support ticket on the portal. While replying to email notifications might seem convenient, those emails go directly to the AE handling your case and won’t be visible to the rest of the team. This means if your AE is unavailable or tied up, no one else can step in to assist—definitely not ideal!

By keeping everything inside the support ticket (just click "Add Note" to update!), you ensure:

• More visibility: The entire Support Team can see your updates and collaborate if necessary.
• No downtime: If your AE isn’t available, another AE can jump in without missing a beat.
• Full transparency: All notes and communications are in one place, making troubleshooting faster and more efficient.

How to Add Notes to Your Request

Want to keep your support ticket moving forward? Here’s how you can easily add updates:

1. Log into ESPRITWeb.
2. Find your ticket in the "Support Requests List."
3. Click "Add Note" to drop your update or question.

It’s that simple! This is the best way to ensure your ticket stays active, and the team remains in the loop.

Communication Best Practices: Who to Contact

While we encourage open communication and recommend staying in touch with your Account Manager regarding any updates on your ESPRIT account, we kindly ask that you refrain from sending operational issues or technical questions to the sales team. Instead, submit these issues via the support portal for the same visibility benefits mentioned earlier. This way, your request will be handled efficiently and by the right people.

Understanding the Difference: Support, Training, and Consulting with PMT

It's essential to know which service best fits your needs—whether you're troubleshooting an issue, learning new features, or looking to optimize your processes. To help clarify, here's a breakdown of the three core services we offer: Support, Training, and Consulting.

Support: Solving Immediate Issues

Support is here to help when you’re facing technical difficulties or challenges with the software. Whether it’s a bug, a configuration issue, or a feature that’s not working as expected, our Support Team is your first line of defense. Aimed at fixing what’s broken so you can get back to work quickly.

• What We Do:
  • Troubleshoot and resolve software bugs or glitches.
  • Assist with installation or configuration problems.
  • Answer questions related to ESPRIT’s functionality.
• How We Do It: Support is typically provided via email, phone, or live chat, and managed through our ticketing system for efficient tracking and resolution.

Training: Empowering You with Knowledge

Training is designed to equip you with the skills and knowledge needed to use ESPRIT effectively. This proactive service is all about education—whether you’re looking to master a specific feature, get familiar with a new update, or learn best practices for more efficient workflows.

• What We Do:
  • Offer live and recorded webinars on key functionalities.
  • Provide step-by-step guides and interactive tutorials.
  • Host in-depth workshops tailored to specific tools or processes.
• How We Do It: Training can be delivered in-person, virtually, or through self-paced video modules, depending on your needs and preferences. For more information, reach out to your account manager.

Consulting: Strategic Solutions for Your Success

Consulting goes beyond fixing problems or teaching you how to use the software—it’s about partnering with you to optimize your workflows, improve efficiency, and unlock the full potential of ESPRIT. Whether you need tailored solutions or expert advice, Consulting is your path to strategic improvement.

• What We Do:
  • Advise on best practices for integrating ESPRIT into your existing workflows.
  • Develop custom solutions or strategies.
• How We Do It: Consulting is a more personalized, in-depth service that involves strategic planning and hands-on support to implement effective solutions. For more information, reach out to your account manager.

Key Takeaways:

• Support helps you resolve immediate issues and ensure your software functions as expected.
• Training empowers you to use the software more effectively.
• Consulting provides tailored, expert guidance to enhance your overall operations.

By understanding the differences between these services, you’ll know exactly where to turn based on your needs—whether you’re troubleshooting, learning, or strategizing.

Maximize Your Support Experience

By keeping all communication within ESPRITWeb, you’ll avoid delays, missed updates, or unnecessary back-and-forth. Let’s work together to make solving your issues easier and more efficient.

As part of our standard procedures, if a solution has been provided and the ticket is in "Waiting" status without confirmation from the client, a follow-up will be made within 48 hours. This helps ensure that no issue lingers unresolved. After 5 business days (or 7 days) without a response from the client, the ticket will be marked as “Resolved,” and a notification will be sent to the customer.

Keep things flowing smoothly by utilizing ESPRITWeb for all your support needs!