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Thank you for signing up for Treasury Prime’s Customer Support Platform. If you encounter any issues or have questions, feel free to reach out to our customer support team at [email protected] or your Account/Program Manager.

How to sign up for the Customer Support Platform

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Welcome to Treasury Prime Customer Support Platform! Signing up for an account is quick and easy. Follow these steps to get started:

Step 1: Visit the Sign-Up Page

Step 2: Provide Your Information

  • You will be directed to the sign-up form. Fill in the required information, which typically includes:
    • Full Name (First and Last)
    • Email Address (ensure it's a valid email you have access to)
    • Password (create a strong and unique password)

Step 3: Verify Your Email

  • After completing the form, you will receive an email at the address you provided
  • Open your email and look for a message from [email protected]. It may take a few minutes to arrive.
    • Please check your Spam folder as well
  • Click the verification link in the email to confirm your email address. This step is necessary to activate your account

Step 4: Confirmation and Login

  • Once you've clicked the verification link, you'll be redirected to a confirmation page on our website
  • Congratulations! Your account is now active
  • Click the "Log in" button to access your new account

Step 5: Log In

  • On the login page, enter your email address and the password you chose during sign-up
  • Click the "Log in" button

Step 6: Start Using Your Account

  • You're all set! You can now start using your account for submitting support tickets/cases

How to login to the Customer Support Platform

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Welcome back! Logging in to your account is simple. Follow these steps to access your account:

Step 1: Visit the Login Page

  • Open your web browser and go to our website: https://support.treasuryprime.com/
  • Look for the "Log In" or "Already have an account" button/link at the bottom of the homepage. Click on it

Step 2: Enter Your Credentials

  • You will be directed to the login page. Here, you'll need to enter your login credentials:
    • Email Address: Type in the email address associated with your account
    • Password: Enter the password you created during the account sign-up

Step 3: Click "Log In"

  • Once you've entered your email address and password, click the "Log In" button

Step 4: Access Your Account

  • Congratulations! You've successfully logged in to your account
  • You will be redirected to your home page, where you can access all your Open/Closed cases/tickets

Step 5: Log Out (Optional)

  • If you're using a public or shared computer, it's essential to log out after your session
  • Look for the "Log Out" or "Sign Out" option, typically located in the account menu or the top-right corner of the page

How to Reset Your Forgotten Password

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Don't worry if you've forgotten your password. We're here to help you reset it and regain access to your account. Follow these steps:

Step 1: Access the Login Page

Step 2: Click on "Forgot your Password?" or "Reset Password"

  • Look for a "Forgot your Password?" or "Reset Password" link usually located near the login form. Click on it

Step 3: Enter Your Email Address

  • You'll be prompted to enter the email address associated with your account.
  • Type in the email address and make sure it's the one you used when signing up for your account

Step 4: Submit Your Request

  • Click the "Continue" button. This action will send a password reset link to your email

Step 5: Check Your Email

  • Open your email inbox. You should receive an email titled something like "Password Reset" or similar. This email will contain a link to reset your password
    • Remember to look in the spam folder where automated emails sometimes filter to

Step 6: Click the Password Reset Link

  • In the email, click on the provided link. This link is time-sensitive, so make sure to use it promptly

Step 7: Set a New Password

  • You'll be taken to a page where you can create a new password for your account
  • Enter your new password, and then confirm it by entering it a second time

Step 8: Save Your New Password

  • Make sure to save your new password securely. You may want to use a password manager to store it for you

Step 9: Log In with Your New Password

  • Return to the login page on our website
  • Enter your email address and the new password you just set
  • Click the "Log In" or "Sign In" button

How to Submit a Case Through Our Platform

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Our Customer Support Platform system makes it easy to request assistance and track the progress of your case. Follow these simple steps to submit a case:

Step 1: Access the Customer Support Platform

Step 2: Log In to Your Account

  • If you have an account with us, log in using your email address and password
  • If you don't have an account, you will need to sign up

Step 3: Navigate to "Submit a Case" or "Create a Ticket"

  • Once you're logged in, locate and click on the "Create a New Case" or similar option. This will initiate the case creation process

Step 4: Fill in Case Details

  • You'll be presented with a form to provide case details. Complete the required fields, which typically include:
    • Subject: A brief, descriptive title for your case
    • Description: Explain your issue or request in detail. Include any relevant information, such as error messages, or account details
    • Category: Choose the appropriate category or type of issue
    • Attachments: If applicable, attach files or documents related to your case

Step 5: Review and Confirm

  • Double-check all the information you've entered to ensure accuracy
  • Make sure your description is clear and comprehensive

Step 6: Submit Your Case

  • Click the "Submit" button to submit your case to our support team

Step 7: Confirmation

  • You will receive an email confirming the submission of your case. This email typically includes a case ID or reference number for tracking

Step 8: Track Your Case

  • To check the status of your case or provide additional information, return to the Customer Support Platform
  • Log in if necessary and navigate to the "Open Cases or "section to view your case's progress
    • Or use the search option in the top right corner of the screen

Conclusion:

  • You've successfully submitted your case through our Customer Support Platform. Our support team will review it and provide assistance accordingly
  • If you have any updates or need further assistance, please log in and access your case for communication with our support team

How to Navigate a Case Detail Page in Our Platform

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The case detail page provides a comprehensive view of your support request. Follow these steps to navigate and understand the information presented:

Step 1: Access the Customer Support Platform

Step 2: Locate Your Case

  • Navigate to the "Open Cases" or "Closed Cases" section, where you can view a list of your cases
  • Click on the title or case ID of the specific case you want to explore in detail

Step 3: Review Case Summary

  • The case detail page will display a summary of your support request. This summary often includes:
    • Case ID: A unique identifier for your case
    • Case Owner: Individual or group at Treasury Prime assigned to your case
    • Created By: Individual who submitted the case and the date/time stamp
    • Status: The current status of the case (e.g., open, in progress, closed)
    • Case Name: A unique identifier for your case. Same as Case ID
    • Category: The category or type of issue
    • Subject: A brief title or description of your request
    • Description: Explain your issue or request in detail. Include any relevant information, such as error messages, or account details

Step 4: Attachments

  • Above the Communication history, you'll find all attachments related to your case

Step 5: View Communication History

  • Scroll down to view the communication history related to your case (below the attachments). This section typically includes:
    • Messages: Exchanges between you and the support team
    • Attachments: Any files or documents shared within the case
    • Timestamps: Dates and times of messages or updates

Step 6: Check Case Updates

  • Look for any updates or responses from the support team regarding your case
  • These updates may include resolutions, actions taken, or requests for further information

Step 7: Interact with the Case

  • You have the option to interact on the case detail page by:
    • Post: If you need to provide additional information or have questions
    • Comment: If you need to provide additional information or have questions,

Step 8: Navigate Back

  • To return to your list of cases, you can use the browser's back button or follow the provided navigation links

How to View Open and Closed Cases in Our Customer Support Platform

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The Customer Support Platform allows you to easily monitor the status of your cases. Here's how to view both open and closed cases:

Step 1: Access the Ticketing System

Step 2: Log In to Your Account (if required)

  • If you have an account with us, log in using your email address and password.
  • If you don't have an account, you will need to sign up.

Step 3: Navigate to "Open Cases" or "Closed Cases"

  • Once you're logged in, on the home page you will see "Open Cases" and "Closed Cases" This is where you can view your existing cases.

Step 4: Select the Filter for Open or Closed Cases

  • On the "Open Cases" and "Closed Cases" you will see “View all”. Click on it.
  • You'll see options to filter your cases. Look for the funnel icon or filter icon on the right-hand side of the page.

Step 5: View Your Cases

  • After selecting the filter, you'll see a list of cases that match your chosen criteria.
  • Each case typically displays information such as the case ID, subject, status, and creation date.

Step 6: Click on a Case for Details

  • To view details of a specific case, click on its title or case ID.
  • You'll be able to see the full case description, communication history, and any updates made by our support team.

Step 7: Navigate Back

  • To return to your list of open or closed cases, use the browser's back button or follow the provided navigation links.

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These instructions should help your customers easily view and manage their cases within your ticketing system. Ensure that these instructions are tailored to your specific system's interface and terminology, and provide clear contact information for customer support for any additional assistance needed.

Updated 2 months ago