MCi Launches New Customer Support and Self-Help System

Management Controls, Inc. launches new Customer Support and Self-Help System in the TRACK Platform.

To better serve our customers, MCi is excited to announce the launch of our new Customer Support and Self-Help System (CSSS) on Wednesday, September 14th, 2022. The CSSS brings new exciting features and key benefits that will provide customers with an enhanced user experience, around-the-clock support, and faster resolution to common issues.

Action Required

To leverage the new CSSS capabilities, users who don't have an email address in Track will need to enter a valid email address when prompted within Track for the Single Sign-On (SSO) capability to be activated. If your email address is already in Track, you will not receive the pop-up prompt when opening the Track application. If you don't receive a prompt when logging into Track, you can view and/or update your email in Track by going to Settings → Configuration → Personal Information.

Some of the exciting features to come with the CSSS are:

• Track Help and CSSS integration
• Self-service materials, including Quick Reference Guides (QRGs) and Support Help Guides
  • • QRGs and Support Help Guides are available to both customers and vendors
      
• Customers can submit Support Tickets via Ticket Forms and Chatbot
  
• Activity Management
  
  • • Ticket submission and management options are available to Customers
      

To watch a demo and learn more about the CSSS, check out our release webinar recording by clicking the button below!

FAQ

Q: Will the Track and CSSS integration replace what we currently have under the help icon?

• • Yes, once a user selects the Track Help (question mark icon) in Track, it will take them to the self-help portal launch page.

Q: Will customers still be able to submit a ticket via email?

• • Starting today, all customers should log into the CSSS to submit tickets. Submitting tickets via the helpdesk email will no longer be available. 

Q: Is the user required to have a TRACK U account for the CSSS to work?

• • No, the need to have a CSSS account. CSSS accounts can be requested via AccessToCSSS@mccorp.com or by contacting your MCi Account Manager. 

Check out more FAQs by clicking the button below!

Here are the new CSSS features and user permissions:

Watch the video below for a quick overview of the new CSSS: