Using The Arthur Support Portal

The Arthur Online support portal has been designed to provide best-in-class self-service support to Arthur users, with a range of articles and videos available at the click of a button. It is also where you can contact our Support Team with a few clicks of a button, using a range of ticket forms available.

This article is a brief overview of how the process works.

TABLE OF CONTENTS

• Logging in
• Contacting the team - portal
• Contacting the team - in Arthur

Logging in

All users should have received a welcome email from the portal, with a button to set a password and log in:

This will finalise the completion of your profile, allowing you to log in, contact the team and view all of your outstanding tickets. You also have the ability to look back over your previous conversations with the Arthur Team all in one place.

If you did not receive a welcome email, fear not! You can still visit our portal - support.arthuronline.co.uk - and create a profile for yourself using the 'Sign-up' button at the top-right hand corner:

Make sure to save your password, as this portal will be useful to continue using in the future!

Contacting the team - portal

In order to contact the team via the portal, you will need to log in first: 

If you don't already have a login, please use the 'Sign up' button as required.

Once within the portal, you will be able to continue accessing all the self-service content as required, view existing ticket and create new tickets: 

If creating a new ticket, there are 5 separate ticket form options you can select from, depending on the type of query you have. These are defined as follows:

• General Queries - standard 'How to' questions across all areas of the Arthur software
  
  
• Improvement Request - requests for changes to existing functionality, or brand-new features
  
  
• Report an Issue - outline a problem you are experiencing, the area within the product and the severity impact on your business
  
  
• Professional services - submit a request for professional services from the team
  
  
• Account and billing - requests for assistance with invoices, upgrades, additional accounts and cancellations

Each form will be intuitive to use, and will require you to provide the necessary information to allow the Arthur team to help you further.

As you are submitting a form and providing a short summary of the query at hand, keep an eye on the right of your screen - here, we will suggest knowledgebase articles that we think will solve your problem, so you won't have to wait for our team to respond!

Should you still need to contact our team, you will be required to fill out the fields as necessary. 

You will receive an email notification confirming your ticket has been raised, which includes a link to view the ticket as required - this is where you can view updates and provide further information when requested:

Each time Arthur staff provide an update, you will be notified via email. From here, you can click through to the ticket and reply accordingly.

Contacting the team - in Arthur

You can continue to use the widget within the Arthur product to absorb information. Simply use the button on the bottom-right when logged into Arthur, and click 'Chat with us'. Here, enter your question to find an answer:

You will be provided with useful information that should - hopefully - answer your query! Feel free to keep asking questions as needed!

If the response was not helpful, please select 'No' to the relevant question - you will be prompted to 'Raise a ticket' if you still need further assistance:

This will take you to the Arthur Support Portal, where you can login as necessary to raise your question with us.