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Opening Client, Account, or Ticket Specific Support Tickets

Learn how to submit a support request ticket for a specific client, account, or ticket.

Applies to:

  • All Portfolio Managers, Advisors, Wealth Planners, and support staff.
  • Eligible Support Request Types: Inquiries relating to a particular client, account, or existing service ticket.
  • Not for: General Inquiries relating to Tech Support, Training, Optimize Funds, Payroll, Compliance, and more.

When to Submit a Specific Support Ticket

  • You have questions relating to a specific client.
  • You have questions relating to a specific client account.
  • You have a questions about an existing service ticket for a client.

How to Submit a Client Specific Support Ticket

  1. Navigate to the Client's CRM Contact Record
  2. Locate the Submit a Support Ticket module on the right-hand side of their record, under "Help" 
  3. Click Submit a Support Ticket
  4. Enter the details of your request
    • Write the request in the space provided and include any relevant details or context
    • Upload any attachments that may provide context (E.g. a statement)
  5. Review & Submit
    • Once you submit the request, a Support Ticket will be created and assigned to the appropriate team.

Please Note: For requests submitted with insufficient information for the support team to assess or understand your inquiry, additional information may be requested in follow ups.

How to Submit an Account Specific Support Ticket

For requests that are related to a certain client account or transactions within it, an Account Specific Support Ticket should be submitted.

  1. Navigate to the Account's CRM Record
  2. Locate the Submit a Support Ticket module on the right-hand side of the record, under "Help" 
  3. Click Submit a Support Ticket
  4. Enter the details of your request
    • Write the request in the space provided and include any relevant details or context
    • Upload any attachments that may provide context (E.g. a statement)
  5. Review & Submit
    • Once you submit the request, a Support Ticket will be created and assigned to the appropriate team.

Please Note: For requests submitted with insufficient information for the support team to assess or understand your inquiry, additional information may be requested in follow ups.

How to Submit a Ticket Specific Support Ticket

For requests that are related to a certain service ticket, a Ticket Specific Support Ticket should be submitted.

  1. Navigate to the Ticket's CRM Record
  2. Locate the Submit a Support Ticket module on the right-hand side of the record, under "Help" 
  3. Click Submit a Support Ticket
  4. Enter the details of your request
    • Write the request in the space provided and include any relevant details or context
    • Upload any attachments that may provide context (E.g. a statement)
  5. Review & Submit
    • Once you submit the request, a Support Ticket will be created and assigned to the appropriate team.

Please Note: For requests submitted with insufficient information for the support team to assess or understand your inquiry, additional information may be requested in follow ups.

After Submitting the Request

A new Support Ticket will be created. You can locate it:

  • 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.

Processing Times

  • You will receive a response typically within [insert service standard] after the ticket has been submitted. 
  • The ticket will be closed typically within [insert service standard] after any required information is provided.