The Encore Care Portal

As a Microsoft Partner that focuses on improving the client experience, one of our primary goals is to serve our clients in more convenient ways.

The Encore Care Portal allows clients to quickly log tickets, review emails, track ticket progress, and have full oversight of their ticketing process. It gives clients more autonomy while working with Encore Care, including keeping a running history of previous tickets so clients can revisit past problems and reference solutions.

I am part of many conversations with clients, answering questions about our support program, and I work in the Portal every day. I think it’s important that clients know about the Encore Care Portal and the convenient experience it can provide.

This article will explain everything clients need to know about accessing the Portal and how it can improve their experience with Encore Care support.

Table of Contents

• What Is the Encore Care Portal?
• Features in the Encore Care Portal
• Which Encore Care Support Types Have Portal Access?
• Signing Up for Portal Access
• Accessing the Portal
• Changing Portal Access
• Using the Encore Care Portal

What Is the Encore Care Portal?

The Encore Care Portal is an easy-to-use, convenient, central location for all ticketing needs: past, present, and future.

The Portal offers a more convenient experience by centralizing all tickets, displaying ticket conversations in a friendly message board style, and syncing directly with our helpdesk for up-to-date information.

Features in the Encore Care Portal

The Encore Care Portal offers several features, including a ticketing history (for both individual and company-wide submitted tickets), a knowledge base with common answers to your everyday questions, the ability to view ticket statistics for your company, and the option to interact with our new Encore Care Agent chatbot. The chatbot can answer questions specific to Encore’s support experience, such as Priority Levels and Response Times. The chatbot can also assist in creating tickets and searching our Knowledge Base for past ticket answers. More chatbot features will be added in the future.

Which Encore Care Support Types Have Portal Access?

All Encore Care customers can have access to the Encore Care Portal.

Regardless of your enrolled support program (OnDemand, Unlimited, etc), you can register users for the support portal to submit, review, and react to support requests. There are two separate user types to choose from: Regular and Super.

• Regular: A Regular user can create new tickets, review any and all tickets they themselves have created, and interact with the Encore Care Agent.
• Super: A Super user has all access rights of a Regular user, but can also review and monitor all tickets submitted for their specific company.

Signing Up for Portal Access

Signing up for the Encore Care Portal is easy! If you already work with us in some capacity, then chances are you’re already a contact in our system. This could be from submitting support tickets in the past or from communicating with your Account Manager or other Encore individuals. If you are already in contact with us, please send an email to Care@Encorebusiness.com (our support email address) with the following information:

• Subject: Request Access to the Encore Care Support Portal
• Body: Name and email addresses of the requested users. If activating multiple users, please indicate who should have Super User status

Once we receive the request, we will send you an activation link via email. Follow the steps provided (like creating your password, etc.), and then you’re ready to go!

If by chance you are not a contact in our system, you’ll need to click the ‘Sign Up’ button on the Portal Log-In page and submit your contact information. Once that’s completed, follow the process above and send an email to Care@Encorebusiness.com.

During an implementation or a new support contract signing engagement, Client Support Services will ask for initial Support Portal users and setup them up prior to any initial support engagements.

Accessing the Portal

The Encore Care Portal can be accessed directly from this link: Encore Support Portal – https://encorebusiness.freshdesk.com/support/login

You will be taken to the log-in area, as shown in this screenshot:

Changing Portal Access

Encore will keep updated notes on your company’s authorized user access and their user roles (such as their designation of Super or Regular). If you need to add, remove, or change user roles, just let us know by creating a ticket in the Portal or send an email to Care@Encorebusiness.com and we will update the information on your behalf.

Using the Encore Care Portal

If you’re a new Portal user, this short video shows how to use and navigate the Encore Care Portal, submit a ticket, and view ticket history:

For any issues accessing the Encore Care Portal, using its features, or if you have any questions, contact Care@EncoreBusiness.com. To discuss support options beyond your current plan, please reach out to your Account Manager.

If you’re not an Encore client but are interested in full-service support, please reach out. We help hundreds of companies with their Microsoft Dynamics ERP, CRM, and supporting technologies every day, and we’d love the opportunity to help you use your systems better.