TABLE OF CONTENTS
1. Channels
There are several ways for you to get in contact with the Voyager Support Team:
- Chat widget
- Support portal
1.1 Email (support@voyagerportal.com)
You can email us directly at support@voyagerportal.com
You will get a receipt confirmation informing the ticket number, and a Support agent will contact you within 24 business hours.
Below you may find a sample of the receipt confirmation.
If your email is to report an incident or problem, please provide all the details requested in the notification.
1.2 Chat
The Chat widget is the question-mark icon that appears in all Voyager screens, in the bottom-right corner.
When you click on the widget, a Chat window will pop-up, where you can include the details of your request or the issue that you found.
NOTE: If you are not logged in, please inform your Email and Company.
- In the Voyager Portal app.
- Open the Chat widget.
- Describe your request or the issue - A description of the steps taken is really useful.
- Provide screenshots (if applicable) - This is very helpful when reporting unexpected behaviors or problems.
- Click on Send.
IMPORTANT:
If our Support agents are not available at the moment, your request will be stored in our tickets-management-tool and an agent will contact you within 24 business hours.
1.3 Support Portal
The Voyager Support team can also be contacted from the Support Portal.
You can either:
- Open a Support Ticket (at all times)
- Use the Chat widget
1.3.1 Tickets
To create a ticket:
- Open the Support portal.
- Click on New Support Ticket.
- Fill in the required details.
- Check the I'm not a robot (CAPTCHA) box.
- Click on Submit.
Once your ticket is received, you will get a receipt confirmation, and a Support agent will contact you within 24 business hours.
Below you may find a sample of the receipt confirmation.
If your email is to report an incident or problem, please provide all the details requested in the notification.
1.3.2 Chat
The Chat feature is described in Section 1.2 (please check above).
2. Best Practices
Please find here some practices that will help the Support team to assist you better.
2.1 Urgency / Severity
If your request is urgent, please state that in the ticket’s subject, so the Support team can quickly spot the email and prioritize it accordingly.
2.2 Type of request
The reasons why you are contacting Support team may vary:
- You may have a question about the platform or features.
- You found an issue that needs to be fixed.
- You need adjustments or changes to your existing workflows or reports.
- You would like to share product suggestions for enhancements.
Depending on the nature of your request, there are certain and resolution of your ticket.
Please check below what information can be helpful in each case.
2.2.1 Questions
Please provide a summary of your question or questions.
Describe what you need to do, and what Voyager section you are in.
If applicable, please provide an example. It can be:
A reference (voyage number, vessel name, etc.)
A link/URL
A screenshot of the page
2.2.2 Issues
Inform what Browser you are using (Chrome, Edge, other).
Describe the steps that were taken until the problem appeared.
Provide a screenshot of the error or issue. This is very important and useful.
Provide the link to the page where you found the problem.
Send as many details as possible.
2.2.3 Change Requests
Describe your request.
If the ask is to change a solution configuration or permissions, please provide the business reason for it.
For the creation of new users, please indicate the tasks that the user will perform in Voyager and, if possible, an existing account (for the same or similar role) that can be used as a reference.
2.2.4 Product Suggestions
Please describe your suggestion.
Detail the current state and how your suggestion would improve it.
Send screenshots or links to the pages your feedback refers to.
Remember, all questions are welcome. Please don't hesitate to contact us anytime.