You have to create a new support account to raise support tickets. Your existing JDXpert login or SSO credentials cannot be used for this.
To create a new support account
On the homepage, click Help Center.
This displays the following screen:
Click the Tickets icon.
Click Sign Up.
Enter the required details and click Sign Up.
Or
Click the following link: https://support.jdxpert.com/portal/en/signup
Check your inbox for a confirmation email.
Click the link and follow the instructions to create a password.
Account activation may be delayed due to manual approval.
To sign in to your support account
Enter your registered credentials and click Sign In.
Or
Click the following link: https://support.jdxpert.com/portal/en/signin
To explore the support portal
After logging in, you can submit and track support tickets, access the online knowledge base and FAQs, watch training videos, and participate in community forums.
To view the training videos
Training videos are accessible outside the support portal. To request access, please submit this form.
To sign in from the home page
You can also sign up or sign in to the JDXpert customer support portal from your JDXpert home page.
Click the JDXpert icon in the lower right corner of the screen.
You can access live chat, the community, and FAQs.
Customer Support Services
JDXpert provides support to the administrators of your system. If you encounter an issue, your internal system administrator can assist you or escalate the issue through our support portal.
Support Services Include
Assistance with product usage and functionality.
Help with configuration enhancements.
Diagnosis of potential bugs.
Resolution of interface issues.
Support Resources
Online Help Desk Portal: Submit and track your support tickets directly through the portal.
Knowledge Base & FAQs: Access a wealth of information, guides, and frequently asked questions.
Training Videos: Watch step-by-step tutorials to help you get the most out of JDXpert.
Community Forums: Engage with other users and share insights, tips, and solutions.
Support Availability
Our customer support team is available from 8:00 a.m. to 5:00 p.m. Eastern Time, excluding the following federal holidays:
New Year's Day
Martin Luther King Jr. Day
Presidents’ Day
Memorial Day
Juneteenth
July 4th
Labor Day
Columbus/Indigenous People’s Day
Veterans Day
Thanksgiving Day and the day after Thanksgiving
Christmas Day and New Year’s Eve
Service Level Agreement (SLA)
We prioritize your issues based on severity:
Priority 1: Resolution begins within 2 business hours.
Priority 2: Resolution begins within 8 business hours.
Priority 3/Non Error: Resolution begins within 2 business days.
You can view all tickets submitted within your organization in the JDXpert Support Portal, preventing duplicate requests and ensuring efficient resolution.
Thank you for choosing JDXpert! We’re here to support you every step of the way.
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