This article explains about how you use OPRO Support Service.
How to Log in to Our Support Site
What Information to Include When You Inquire
How to Make Supplemental Comments
How to View Your Past Inquiries
Introduction
The site "OPRO Support Service" is OPRO's support site.
◆Support Site URL
◆Available Hours
This support site is available 24/7/365.
We answer your inquiries within our operating hours (JST 9:00 ~ 17:30 in business days except for new year holidays).
◆Available Services
You need to log in to our support site to inquire us or to reference FAQs/documents. If you don't log in, the accessible FAQs will be limited.
How to Sign Up
When using our support website for the first time, we need to register your email address in advance.
1. Send an email to support_info@jp.opro.net. You should include the following information in the email.
・Company Name
・Your Full Name
・CID or Support ID*
*If you use docutus, you can find your Support ID in the docutus screen below.
2. After we register your email address, an invitation email with the following subject will be sent to you. Subject: Welcome to OPROARTS Support Service
3. Click the link in the email and set a password for your account. We don't manage or store your password, so please keep your password safe and be careful not to lose it.
How to Log in to Our Support Site
1. Go to the top page of OPRO Support Service and click "Sign in" at the top right corner.
2. A sign-in screen will open. Enter the registered email address and your password and click "Sign in".
Logging in to the site allows you to reference technical FAQs and inquire our support team.
Inquiring Flow
1. Log in to the support site.
2. Click "Inquiry" at the top of the page.
3. Fill out the inquiry form with the necessary information.
You can see the details in What Information to Include When You Inquire.
・The fields with a ＊ mark are required fields.
・Enter your CID for [Support ID].
・If you are a partner (an agent for an end user company), enter the CID of that company.
4. On completing the form, click "Submit".
5. An inquiry reception email will be sent to you right after the inquiry is submitted.
6. Please wait until a support staff makes a reply.
For additional comments, see How to Make Supplemental Comments.
For inquiry statuses, see the following article.
What Information to Include When You Inquire
Providing information like below speeds up our support process.
Example Case: You are going to inquire about the behaviors of our Salesforce-integrated service.
・The service or license name
・The browser you are using and its version
・Screenshots of the error you encountered
・What actions you performed caused the problem
・The generated form file that has the problem (PDF, Excel, etc.)
・Salesforce Organization ID
・The URL of the record where you are experiencing the problem
・The exported dat file of the template with the problem (See Export/Import a template in OPROARTS designer (How to get a dat file / import a dat file) to get a dat file.)
If you are inquiring about our Salesforce-related services, please grant account login access to your Salesforce organization.
Reference the following article regarding the steps to grant login access.
Grant Account Login Access to Your Salesforce Organization
How to View Answers from Us
Click the [URL for access] link in the answer notification email from our help desk.
You can view our answer after you log in to the support site.
How to Make Supplemental Comments
Open the inquiry you want to add supplemental comments to, and enter your additional question into "Add to conversation" below.
Click "Submit".
How to View Your Past Inquiries
Click "My activities" from the pull-down menu at the top to open the past "Inquiries" page.
Click an inquiry to view.