FarEye Support Portal - Customer User Guide

Modified on Mon, 23 Dec at 6:51 PM

Sign up and Login

Welcome to the FarEye support portal! Whether you are a new user looking to create an account or a returning user wanting to access your existing account, this guide will walk you through the simple steps for both signing up and logging in. Our user-friendly portal ensures that you can quickly and securely manage your support needs. Below, you'll find detailed instructions on how to sign up for a new account and how to log in if you already have one.

Sign up

If you are a new customer, you can sign up by performing the below steps:

Navigate to https://support.getfareye.com/.
Click Signup in the top right corner of the screen. The screen for sign up is displayed.
Enter details under the space provided for Full Name and Email. These fields are mandatory to be filled.
Check the box for I’m not a robot.
Click Register. An activation email is sent to the provided email address.
Click the link sent in the email to activate your account. It redirects you to the account activation screen.
Enter details under the space provided for Full Name, Enter Password, and Retype Password. These fields are mandatory to be filled.
Click Activate and Login. The account on FarEye Support gets created and activated.

Login

Refer to the below mentioned steps for customer login on the FarEye Support Portal:

Navigate to https://support.getfareye.com/.
Click Customer login in the top right corner of the screen.
Enter your registered Email and Password.
Select Remember me on this computer, if you wish to save your credentials for future login.
Click Login.

Note

You can also login using your Google account.

Upon logging in, the below home screen is displayed:

Forgot Password

If you forgot your password, you can follow the below steps to recover your FarEye Support account.

Navigate to https://fareye.freshdesk.com/.
Click Customer login in the top right corner of the screen.
Click Forgot your password? at the bottom of the login screen. It redirects you to the password recovery screen.
Enter the email address associated with FarEye Support and click Reset my password. An email with password reset instructions is sent to your registered email.
Click the link sent in the email.
Enter details in the space provided for Enter Password and Retype Password.
Click Update and Log in. The password for your FarEye Support account gets updated.

Functions on FarEye Support Portal

This section guides you through the various features and actions available to help you get the most out of our support services. You can perform the following functions after logging in:

Browse help articles, view your tickets, and submit a new ticket.
Search for existing tickets/help articles by entering your search term in the space provided.
Submit a new ticket in a few simple steps by referring to the below screenshot.
Check ticket status
Contact FarEye Support team via call

Edit Profile

You can manage your profile from the Edit profile option, add a profile image, and edit details such as:

Full name
Title
Email
Work Phone
Mobile Phone
Twitter
Time Zone
Language

Tickets

The Tickets menu displays all your support tickets, providing a comprehensive view of your ongoing and past requests. Here, you can create new tickets, monitor the status of existing ones, and take necessary actions on existing tickets.

Action Item on Tickets

You can perform the following actions from the Tickets menu:

View tickets by selecting a filter from All Tickets, Open or Pending, Resolved or Closed.
Sort tickets by selecting a filter from Date Created, Last Modified, Priority, Status, Ascending, or Descending.
Update ticket priority.
Reply on ticket, Mark ticket as closed, and Add people to conversation.
Export tickets in CSV or in Excel format (refer to the below screenshot).

Share Your Feedback

You can share your feedback by performing the below steps:

Select Resolved or Closed from the Status drop-down for ticket filters. You can provide feedback for resolved/closed tickets only.
Click a ticket on which you want to share your feedback. It displays the ticket details screen.
Click a suitable option for Satisfaction Rating at the top. It displays a feedback form.
Select a suitable option and enter your comment in the textbox.
Click Submit. Your feedback gets submitted.

Share your Feedback via email

FarEye sends you an email with a feedback link once a ticket is resolved/closed. You can share your feedback by clicking the survey link attached in the email. Refer to the below steps to share your feedback via email.

Once a ticket is resolved, FarEye sends you an email with a subject line Ticket # <ticket_id> Resolved. You can share your feedback by choosing a suitable option at the bottom.
Upon clicking an option in the above screen, the survey page is displayed in a new tab. Enter your comments in the textbox (optional) and click Submit. Your feedback gets submitted.