Feature Overview and Requirements

The Zoho Customer Portal is a great support option for Latitude Customers with paid subscriptions to the LMS. It allows authorized portal administrators access to create support tickets, estimate their priorities, and monitor progress for their own tickets and those submitted by other authorized contacts in the portal.

Customers who are transitioning to Support after implementation and those who have had turnover in their portal administration ranks can suggest key authorized portal administrators they want to have a Zoho account. Latitude recommends limiting this access to those portal administrators who have portal wide decision-making authority and the ability to approve estimates and expenditures.

During transition to support situations, we will discuss this option with customers and get requested administrators set up with Zoho Customer Portal invitations. Customers who need to add or remove portal administrators from their Customer Portal can contact Latitude ClientCare to request updates.

Step by Step Procedure and Field Description

Access the Latitude Customer Self-Service Portal

The URL to the Customer Portal is: https://support.zoho.com/portal/latitude. You can use this to log in after accepting your invitation and creating your credentials.

View, Create, and Manage Tickets

1. From any page on the portal, select My Tickets to access your ticket management page.
2. Review ticket lists by status Open, Closed, or On Hold. Click or tap a specific ticket subject line to open the details of the ticket. In upper right corner of the details section, click Edit to open the fields below for modification. The default view is Open; click Closed to view tickets that have already been resolved or completed.
3. Filter using Created By to see tickets created by You or by your Team. By default only see your own tickets. Click Team to view all those submitted by other portal members of your organization.
4. Click the Add Ticket button to submit a new request. Provide a Subject, a detailed description of the request or issue, and the ticket priority. You can also attach a file or image to help ClientCare agents better understand the request. These are our ticket priorities:
   • Sev 0 – Helpdesk / Chat: General questions, administrative support – commonly used for questions and issues intended for our frontline support team
   • Sev 1– Site Unavailable/Business Standstill – Critical system features are globally unavailable; major business impact (Triggers 24/7 notifications to key ClientCare personnel)
   • Sev 2– Major System Issue – A major feature is not working or there is a very critical request; moderate to major business impact (Triggers 24/7 notifications to key ClientCare personnel)
   • Sev 3– Minor System Issue – A minor defect that is not significantly affecting business processes
   • Sev 4– Question or Enhance – Generally used when requesting paid consulting services
   • Sev 5– Informational Alert – Only used as an “FYI”. It’s a way that a client could report to Latitude on a situation on their end that could impact Latitude or that they want Latitude to be aware of. 

Search For Tickets

1. Use keywords in the Search field to find related tickets.
2. Use Filter by to find them by Relevance, Created Time or Modified Time.
3. Use our online ChatBot to get answers to basic how-to questions. If you still have questions after, you’ll be directed to submit a support ticket.

Manage Your Profile

1. Click your account thumbnail image to access profile options.
2. Click Change Password to quickly access the password maintenance page.
3. Click Profile to access profile management.

4. Click Edit Profile to open the form for modifications.
5. Change your profile image by clicking the Camera icon.

6. On the Edit Profile page, change information as desired. Note: Changing your email address will change your login credentials.
7. Scroll to the bottom of the form to click Save.