GoodX Support

The GoodX Client Portal allows registered users to log and view support requests (tickets) in the GoodX Management System.
Users administrating more than one installation can register on all the installation's contact lists and thereafter have access to all the tickets of all the installations.

• The contents of this User Manual will comprise of the following information:  
• Client Portal URL
• First Time User Registration 
• Login 
• Use of the Client Portal 
• Log New Ticket 
• Open Tickets 
• View/Download 
• Closed Tickets 

Client Portal URL (Web Address)

• Open the web browser and go to: 
• https://client-portal.quantsolutions.co.za

• The Client Portal will open. 

First-time User Registration

• Contact the Practice's FCL (First Client Liaison) at GoodX to add the user name and email address on the Practice's installation contact list.
• Click on Register/Reset Password.

• The Reset Account Password screen will open.
  

• Type the Email address in the Email Address text box, that was requested to be added to the GoodX database on the Practice Installation Contact list. 
• Click on Send OTP.

• A one time pin will be sent to the email address entered to verify the information. 
• The user will receive an email from GoodX:

• Return to the Client Portal page: 

• Email Address: Enter the Registered email address.
• New Password: Choose a password.
• Confirm Password: Re-enter the password to confirm.
• One Time Pin: Enter the one time pin that was sent to the registered email address. 

• Click on Reset Password.

• Click on Back to Login. 

Login 

• The Log into Goodx Client Portal screen will open. 
• Enter the information as requested. 
• Email Address: Enter the Registered email address.
• Password: Enter the password that was set-up. 
• Click on Login to access the Client Portal.
• Note that the Password Reset was successful. 

TAKE NOTE: With the first login, the user can use their email address as the username and password that was created in the previous screen. If the user forgets the password, the user can request a password reset again.

Use of the Client Portal

• The taskbar comprises of the following Tabs:
• Open Tickets: Open tickets will show all tickets that are currently being worked on. All correspondence with GoodX will reflect here and it is possible to send messages directly to the FCL working on the issue.
• Closed Tickets: Tickets that have been resolved. 
• Log a new Ticket: Log a new issue.

Log New Ticket

• Click on Log New Ticket on the taskbar.
  

• Subject: Enter a subject supporting the issue. 

• Priority: Select the priority from the drop-down list: This is the importance of the issue and the urgency thereof. 




• Normal: The problem that has arisen is an issue, but the user can still work around the problem.  
• High: The problem that has arisen is causing interruptions for the user and needs attention as soon as possible.  
• Unable to work: The user cannot use the system at all and needs immediate attention. 


• Description of the issue: Add a brief description of the issue with as much information to explain the problem. This will speed up the process of solving the problem.

• Click on Select files to upload: Add images, screenshots and videos to support the problem, this will ensure that the problem will be dealt with in the correct manner as soon as possible. 

• Click on Submit when satisfied with the information provided. 

Open Tickets 

• The ticket that has been created with the issue will now be available under Open Tickets.
• The following information will be able to be viewed:
• Ticket ID: The issue reference number. 
• Subject: A short description of the issue.
• FCL: The First Client Liason's Name.
• Created date: The Date the ticket was created by the user. 
• Development stage: In which stage within the GoodX process the issue is.
• Priority: The urgency of the ticket. 
• Messages: Communication between the FCL and the user. 

• If there is any communication between the FCL and the Practice on a ticket, it will appear at the bottom of the ticket. 
• The ticket can be opened to see details of the stage and to view any messages that were logged and sent on this specific issue.

View/Download 

• Under Open or Closed Tickets there are 3 options to choose from in the top-right corner:
• Download All tickets: Download all the tickets that have been created as a .csv file.

• The file will download to the browser

• Card View: The tickets will display as cards/blocks. 

• See the example below :

• List View - the tickets will display as a list, underneath one another.

• See example below :

Closed Tickets 

• After the FCL has sorted out or fixed the problem, the ticket will move to Closed Tickets.

• The Development Stage will also change to Done which indicates that the issue has been resolved.

• Click on Logout to sign out of the client portal when done.