How to log Support Tickets with Local Measure and review previously logged tickets (Engage Legacy)

The Local Measure Customer Support Portal is an easy and efficient way for our customers to log and keep track of their support tickets. Users can easily create a User profile (separate from Engage user profiles) in the Portal and then log in to raise tickets directly through the portal, and review logged tickets to see past comments and the status of the ticket.

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Support Tickets can still be logged with Local Measure Support via email to the engage-support@getlocalmeasure.com address

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Creating a Profile:

1. Navigate to the Portal page at https://localmeasure.supportzebra.net/support/home

2. Select the “Sign up” link in the top right corner of the page.

3. Provide a First Name, Last Name and Email address to be associated with the Profile

4. After adding your details and selecting the “Register” button, you will receive an email asking you to follow a link to activate your profile and set up a password or use Google SSO.

5. Once your profile is created, use the 'Login' link on the home page to access your account

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Raising a Support Ticket:

1. While logged into the Support Portal, either select the “Report an issue” card in the middle of the home page.

2. Or select the menu button in the top left corner of the screen,

Select the “Tickets” link,

Select the blue “New” button in the top right corner of the page

Select the “Report an issue” link

3. From the Report an Issue page, you should fill in the following information:

Ensure the “Requester” details are correct for your email address.

Provide a clear 'Subject' that includes your organization name, ticket priority (low, medium, high, urgent), and a short description of the issue or request.

Choose the relevant “Channel” from the drop down menu for the issue or request.

If this ticket is for a bug or issue, choose the relevant option from the “Reproducible” menu to indicate whether you are able to reproduce the issue. If the ticket is for a request or question, select the “NA” option.

Choose the date the issue was first encountered as accurately as possible, and if the ticket is for a request or question, indicate the current date and time.

If this ticket is for a bug or issue, choose the relevant option from the “Users Affected” menu to indicate how many (compared to all your users using Engage) users are experiencing the issue. If the ticket is for a request or question, select the “NA” option.

If this ticket is for a bug or issue, choose the relevant option from the “Frequency” menu to indicate how frequently affected users are experiencing the issue. If the ticket is for a request or question, select the “NA” option.

In the “Details” section describe the issue, request or question while including all relevant information and all steps that have already been taken on your end.

Attaching files

1. When creating a ticket from the Portal, you are only able to add image files when creating the initial ticket.

2. After the ticket has been created however, you are able to add attachments on subsequent comments on the ticket

Reviewing existing or completed tickets:

1. Select the menu button in the top left corner of the screen and then select the “Tickets” link.

2. Use the Sorting and Filtering at the top of the page to adjust which tickets you see

3. You are also able to use the Search field at the top of the page to search for the ticket by subject.

4. Select a ticket card to open the ticket and view its details and conversation thread.

5. You are able to reply to the ticket directly from the ticket details page and see its status and which Agent is assigned to the ticket.

6. Remember to select the blue “Update” button at the bottom of the page if you attempt to make any changes to the ticket

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