How do I use Fischer's Support Portal?

About the Fischer Customer Portal

The Fischer Support Portal is the official way for our customers to submit requests to Fischer to facilitate support requests, access our product content, company announcements, and more!

This guide will walk you through the navigation steps for creating requests, as well as viewing and updating your existing requests.

You can access the support portal by going to support.fischeridentity.com. You will need an account to submit a request, post comments, and follow articles and discussions. However, most of our documentation is available to everyone without the need for a login account. If you would like an account, please contact Fischer and we will be happy to create one for you.

Below is a snapshot of the landing screen that you will see upon opening the portal.

Search

The search function can be used to query the knowledge base and community discussions. Our goal is to continue to enhance these features with more articles and discussions.

Creating a New Request

After logging in, you will be taken to the main portal page. In the top right hand corner, simply click on the link titled ‘Submit a Request’.

This will take you to the request form. In the form, enter the required details. If you have screenshots, logs, etc. that may help Fischer with troubleshooting, you can attach these in the attachments section of the ticket form. Once completed, click the ‘Submit’ button located at the bottom of the request form.

Note: We strongly discourage providing user passwords in the request. If a password is required, a member of the Fischer Solution Management team will work directly with you on securely retrieving the password.

Viewing and Working Existing Requests

To view existing requests, click on the ‘Requests’ link that will appear when you select the dropdown on your name. You will be taken to the list of the requests that you have submitted. The ticket can be accessed by clicking on the subject line of the ticket in the request list.

To respond to the request conversation within the request, scroll down to the bottom of the ticket and enter your comments in the box ‘Add to conversation’. When you are done with entering your comments, click ‘Submit’

To view requests opened by other users within your organization, simply click the ‘Organization Requests’ tab.

Escalating the Priority on Existing Requests

If you need to increase the priority on an existing request, you can increase it by adding a comment in the request with specific hashtags. Prior to increasing the priority level, please be sure to reference the Fischer Official Service Level criteria table located in this document.

Note: If you set the priority level to Urgent or High during the request creation process, you do not need to use the hashtag since the request is already in an escalated state.

Request Statuses

As the request moves through the lifecycle, you will see a series of status indicators. The table below provides a breakdown of the status indicators what they mean.

Status	Definition
	Indicates the request has been received and is actively being worked.
	Indicates comments have been entered by Fischer and requires your feedback. When you enter comments and submit, the request will automatically switch to an Open status.
	Indicates the ticket is awaiting long term testing or awaiting a third party for further action.
	Indicates that Fischer has taken action to resolve the request.

Resolving Requests

A customer can solve a ticket by using the ‘Mark as solved’ button will appear under the ‘Add to conversation’ box. Simply click the button and the request status will be updated as solved.

When an agent solves a ticket, the customer is notified and can re-open the ticket by responding to the email or updating the ticket via the portal. 

Reopening Closed Requests

While tickets cannot be reopened or edited once they are officially closed, you can create a follow-up on closed requests. A follow-up will bring over the previous request information and pre-populate key details in the new request form.

 To create a follow-up on a closed ticket, navigate to the request. At the bottom of the ticket, you will see a notice stating “This request is closed for comments. You can create a follow-up.” The excerpt “..create a follow-up” is a clickable hyperlink and once clicked, you will be taken to a new request form with pre-populated information.

Fischer Service Levels and Priority Levels

The table below defines the prioritization and escalation criteria for requests.