How to Track Support Tickets

After submitting a General Support Request or Client, Account, or Ticket Specific Support Request, a ticket is created in the Support Requests pipeline. Use this guide to effectively track each stage, understand the workflow, and quickly address any responses to your request.

How to Find a Support Ticket

You can find your submitted support ticket in two places:

• In the Support Ticket Pipeline, where you can track the progress and confirm when the ticket has been closed.
• Via the submission confirmation email, where you can click the link to see the support ticket.

Support Ticket Workflow and Pipeline Stages

Below is the typical workflow a support ticket follows, outlining the various stages of the process, the roles responsible for each action, and the expected timelines for completion.

Stacy is Optimize’s AI-powered advisor support assistant, designed to provide instant answers to common inquiries. Stacy can:

• Respond to advisor prompts in real time.
• Search firm knowledge base articles to provide guidance on request types, processes, and operational procedures.
• Retrieve external resources and general industry information from the web.
• Help advisors navigate common service requests efficiently.

When to use Stacy

• If you need quick guidance on how to submit service requests or how a pipeline works.
• You need clarification on Firm Policies and procedures.
• Getting general industry information and FAQs.

How to Access Stacy

1. Log in to the Optimize Portal
2. Click the chat widget in the bottom right corner of any page
3. Type your questions or choose from the suggested prompts
4. Stacy will generate a response based on:
   • Internal Knowledge Base Articles
   • Commonly Asked Questions
   • General Online Resources