Global Support Center User guide

This user guide outlines the processes you can use to submit requests via this portal.

1. What is the Global Support Center (GSC)?
2. Who will have access to the GSC?
3. Logging in for the first time
4. Later password reset
5. Request creation
6. Attachments
7. Request confirmation
8. Request monitoring
    

What is the Global Support Center (GSC)?

The Global Support Center is a web-based query management tool that Safeguard Global teams to respond to your inquiries. 

Who will have access to the GSC?

Please note that using the GSC is a requirement and provides the benefit where you may monitor requests. By default,contacts will only have visibility of their respective own requests and ones where the contact has been CC'd on a request.

Logging in for the first time

When your contact details are initially entered into the GSC, you will receive a verification email where you can set a password to login.  To easily track your submitted requests, you must have a login and password to the GSC.

Tasks	Snapshot
1. Click on the link in the welcome email.
2. Your name should already be populated. Please verify/update as needed.  Enter your desired password keeping with the outlined requirements below. Click Create password when complete.
3. Once you have chosen your password, you will be logged into the Global Support Center.

Future password reset

Once setup and in case you have forgotten your password, there is a Forgot password? option on the login screen. Enter your registered email address, and you will receive an automated email with a link to follow to choose a new password.

Request Creation

A request can be created by clicking Submit a request on the home page and typing in your query.

Tasks	Snapshot
1. Click Submit a request on the top right of the page.
2. Select the form that best meets your needs from the dropdown.
3. Your screen will refresh, and several new fields will display (depending on the form choice you made in the previous step).  Fill out the information that best describes your request.  Click Submit when finished.

Typing queries is simple, but please note that there are some specific exceptions: 

• Tables pasted into the body of an email will not appear within a ticket. 

If you need to send tables or any text with specific formatting, they will need to be copied into a Word or Excel document and attached to the request.

Attachments

Attachments can be added to requests via the portal. In the portal, there is a field at the bottom of the request submission form for adding attachments. Attachments can be added to existing tickets in the same way.

Attachments added by Safeguard Global can be accessed directly in the portal or by clicking the link to the attachment in the email notification. The link will require you to log in to the portal to view. Because you have logged into a secure portal, you will be able to safely send sensitive files via the portal through the above process.

Request Confirmation

Once submitted, you will receive an automated response to confirm receipt of your request, which will contain the request number (to be quoted on any future correspondence).

Your request will be routed to the Specialist who is accountable for assisting you based on the nature of your query.

Request Monitoring

You can log in to the Global Support Center at any time and monitor the status or add an update to the conversation.

Tasks	Snapshot
1. Login to the portal using your email address and password. On the top right of the page next to your name, there will be a down arrow. Click the down arrow and select Requests.
2. You will see all requests listed under Requests >My requests. You can view the status of each request on the right and can even filter on it with the Status dropdown.
3. To filter the tickets by status Click on Filter >Select filter >Status In the Status dropdown, select In progress. An In progress. status indicates that your request has been submitted and is waiting a reply from Safeguard Global.
4. In the Status dropdown, select Awaiting your reply. The awaiting your reply status indicates that Safeguard Global has provided a response and is waiting a reply with input from you to complete the resolution of your request.
5. In the Status dropdown, select Solved. The solved status indicates that Safeguard Global has completed the request and no further action is required.
6. The subject line on the main My requests list contains hyperlinks that when clicked on, will show the full conversation between you and Safeguard Global.
7. If the viewed request is marked as solved, but you have more questions or more information to add, scroll to the bottom of the page, enter in your text in the bottom box and then click Submit. This will reopen the conversation for your request .
8. If the request has been marked Solved but was over 3 business days ago, you’ll get a different option on the bottom of the page.
9. Once clicked, the ticket screen will appear pre - populated. Add your new information/ query and click submit again. The specific items requested on the form may vary from this image. If you have a new request, please click Submit a request to start a new one, instead of replying to an old email or clicking create a follow -up.