In-App Support Portal & Diagnostic Logger

The In-App Support Portal  is a powerful new user interface designed to streamline customer support by enabling users to submit, track, and interact with support cases directly within S-Docs. This feature provides an intuitive, access-controlled experience that enhances the support process by allowing users to submit detailed cases, monitor status updates, and communicate with support representatives—all from one central interface.

Key features

Submit new cases with attachments

Users can easily create new support cases by providing essential details such as:

• Subject – A concise summary of the issue.
• Description – A brief explanation of the problem.
• Attachments – Users can upload screenshots and videos to provide additional context, which will be stored within the case on the S-Docs side.

Automated information collection

In addition to the collection of user-driven case information, the Support Request Interface automatically collects relevant information when a case is submitted. This includes:

• Customer Information - Org name, Org ID (instanceId), Instance URL
• User Information - First name, last name, email
• Date & Time of Submission – Ensures accurate logging for priority handling.
• Impacted Product – Identifies whether the issue is related to S-Docs or S-Sign.
• Package Version – Information about the package version being used.
• Case Comments – Logs user-submitted details and support team responses.
• Case Status – Tracks real-time updates on issue progress.

Track case progress

Once a case is submitted, users can track its status as it moves through the support escalation process. The interface provides real-time updates on:

• Current case status
  • New
  • Working
  • Escalated
  • Resolved
  • Closed
• Support team responses
• Estimated resolution timelines (if applicable)

Direct communication with S-Docs Support

Customers can engage with the support team directly within the interface by adding comments to their cases. This eliminates the need for external email communications, ensuring faster and more efficient issue resolution.

Access control & security

The In-App Support Interface is designed with robust access control mechanisms to ensure that only authorized users can submit and track support cases. To account for this new responsibility, we’ve introduced a new permission set, S-Docs Support Admin. which can be assigned to the appropriate users in the organization responsible for case submissions.

In-App Support Portal

Getting Started

To begin using this feature:

1. Navigate to the Support Requests Tab in the S-Docs App in your Salesforce environment.
2. Click "Submit a New Case" and fill out the required details (Subject, Description).
3. Attach relevant files (screenshots/videos) if needed.
4. Click Submit to move the case into the Support queue.
5. Track and update your case from the same interface.

Viewing and Adding Comments to an Active Case

Once a case is created, quickly access its details by clicking on the case name or number in the list view. This opens a modal displaying the full case information, along with comment history and a text field for adding messages. By clicking Add Comment, you can communicate relevant updates (message and attachments) to the assigned S-Docs Support team member.

The In-App Support Portal enhances the user experience by providing a seamless, in-app solution that reduces friction in the support process. Automatic data collection and direct communication with the support team expedite case handling, ensuring faster issue resolution. Users benefit from improved case management, with full visibility into the progress of their support requests. Additionally, the centralized support interaction eliminates the need for external emails or phone calls, consolidating all support-related activities into one interface.

Support Diagnostic Logger (SDL)

The Support Diagnostic Logger (SDL) is a companion tool for In-App Support designed to help the S-Docs Support team and org administrators quickly diagnose issues within S-Docs workflows. By logging key events during document generation processes, SDL provides detailed reports that aid in faster, more accurate troubleshooting for problems occurring within the S-Docs managed package.

To use the SDL, ensure proper permissions are assigned (S-Docs Support Admin) and navigate to the Support Diagnostics tab to launch the interface.

Click Start to initiate recording for the logger

Execute the full document generation workflow you wish to diagnose, then return to the SDL tab and click Stop to stop recording and finalize the log. If the Stop button is not clicked, the logger will run for a total of 15 minutes by default before shutting itself off.

Reviewing diagnostic logger files

Once the logging process is complete (i.e., clicking the Stop button), the generated S-Docs logger files will appear in the list view on the Support Diagnostics tab. If they do not appear immediately, click the Refresh button to populate the list.

Log files can be reviewed in two ways:

• View in-app: Click on a log filename to open a modal displaying the details of the individual log.
• Download for offline review: Select log files and click Download—log files are in plain text format and can be opened in any text editor.

Clear All removes all log files regardless of current selections in the list view. This option completely deletes the logger file from storage.