Before we can assist with technical queries, we require a detailed issue description and the relevant IDs.
Why are IDs required?
IDs are the only information we know with certainty are unique. They allow us to immediately locate the relevant information, access a wealth of further information on the back end and, most fundamentally, ensure that we're providing an accurate response based on the variables specific to your account.
Which IDs are required?
Reseller ID - Always required. Can be found at the bottom right of your Reseller login page.
User ID - If the issue is experienced within Workplace Online. Team > Members > Click on the User in question > URL will contain 'UserID'. Alternatively, this can be found in the about page in the local Workplace agent.
Device ID - If the issue is in reference to a particular device. Team > Members > Click on the User in question > Click on the Device in question > Device ID. Alternatively, this can be found in the about page in the local Workplace agent.
File/ Folder ID - If the issue is in reference to a particular project, folder or file. Navigate to the File and/ or Folder in Workplace Online > URL will contain the ID.
Team ID - If an issue affects one specific team. From Reseller portal > Teams tab > Team ID will be displayed on the left most column.
In addition to the relevant IDs and issue description, the table below describes additional information that you can provide which will help expedite the process of finding a resolution to the reported problem.