Unable to View or Download Attachments in the Help Center

MSPbots clients have the option to view or download attachments in the requests and tickets they submit via the Help Center. When viewing or downloading attachments fails, clients should check if they have an active account. This article is a guide on how to successfully create a Help Center account, access attachments to tickets, and submit requests to MSPbots. 

What's on this page 

Issue Description

Some MSPbots users encountered an issue in the Help Center where they could not view or download attachments like CSV and PDF files. The page prompted for a login but clients could not log in using their MSPbots accounts. Password reset and log in using the new password did not fix the issue. 

The possible cause of the issue is that these users could not log in because they do not have a registered account with the Help Center yet. 

Applications and Permissions

The Help Center does not have permission restrictions and is available for any user who wants to submit a support request to MSPbots. Existing MSPbots users and users without an MSPbots account should be able to access the page after signing up.

Resolution

You must first create an account in the Help Center before you can successfully log in and submit a support request, users  

1. Sign up for an account in the Help Center

1. Enter MSPbots' Help Center and click Sign up for an account. If you already have an account, proceed to Step 4. 
   
   
   
   
2. When the Sign up for an account pop-up window opens, type your Email address and click Sign Up.
    
   
   
3. MSPbots sends an email to the email address you provided. Open the email and click Sign Up to finish signing up. 
   
   
   
   
4. You are redirected back to the Help Center where you will be asked to provide your full name and set your password. 
   
   

5. Click Save and continue. When the Help Center opens, the Search bar and the Support link are now visible indicating that you are now signed up and logged in. Moreover, clicking on your avatar in the upper right corner shows the links to Log Out and your Profile. 
   
   
   

6. You can now download and view the attachments to your requests. 
   
   

2. Submit a Request to Support

1. Log in to the Help Center using the email and password for your Help Center account.  
2. Click the Support box to raise a support request.
   
   
   You can also use the search bar or the navigation menu to select a category for your request. For example, if you need technical support with creating a bot, select Bot > Create a Bot. 
   
    
   
   Alternatively, you can type Create a Bot in the Search box to find the corresponding request form.
   
    
   
   
3. Next, fill in the following fields to create a support request.
   
   • Summary (Required) - Enter a concise summary or title for your support request.
   • Description - Provide a detailed description of your request and the support you need.
   • Attachment - Attach relevant files or documents related to your request.
     
     
     
4. After filling in the information, click Create to proceed. This will automatically generate a Help ticket like HELP-11741, for example. MSPbots will your ticket's details via email.
   
   
   Once received, our Technical Support Team will promptly work on your ticket. For updates, check the email from the team or click the Requests button on the upper right corner of the screen. 
   
   

Related Topics

• Page:
  How to Log In to the MSPbots Service Desk Client Portal