Getting help from VexOp

VexOp is a partner, not a helpdesk

Your subscription includes the VexOp team. When something is broken, confusing, or simply something you would rather not do yourself, raise a request in VexOp Partner and a person picks it up.

Raise a request

VexOp attaches the page you were on, the job, client, quote or invoice open on it, and the app version, so you rarely need to explain where you were. For app problems, integrations and setup it also includes the console log, the app's recent technical messages. You can untick that before you send.

As you type, Help Centre articles that might already answer your question appear under the message.

1. 1.Open VexOp Partner from the Partner button beside the search bar at the top of the app, or go to the Partner page.
2. 2.Click New request and pick what it is about: App problem or bug, Setup and operations help, Integration or data, Website request, Billing and account, Business query, or Other.
3. 3.Say whether it is stopping your work: yes for the whole business, yes for some people, or no.
4. 4.Write your message. A subject is optional: if you leave it blank, the first line of your message is used.
5. 5.Attach screenshots or files if they help (up to five, 20 MB each), then send it.

What happens next

You get an acknowledgement straight away, in the request and by email, with a reference number such as VX-0009. Outside business hours (Monday to Friday, 7:00 am to 6:00 pm Brisbane time) the acknowledgement says when the team is next in.

Within a few minutes the request shows who is looking after it, and once they have opened it you see Seen by with the time. The progress line shows where it is up to: Received, Assigned, Working on it, then Resolved. When the team sets an ETA you see the date and time it is due.

Every update arrives in the request, by email and in your notifications.

Reply by email

Each request has its own email address. Reply to any VexOp email about a request and your reply, with its attachments, lands in that request. Reply from the email address you sign in to VexOp with, so the team knows it is you.

When VexOp is waiting on you

If the team needs something from you, the request shows Waiting on you. A reminder follows after 3 days, and if there is still no reply 10 days after the reminder the request is marked resolved.

Closing a request

Click Close request when you no longer need help. When VexOp marks a request resolved, click Yes, it's fixed to close it, or Still a problem to reopen it, and give it a thumbs up or down if you like. A resolved request closes itself after 7 days.

Closed and resolved requests move to the Done list. Replying to one reopens it.

The VexOp Assistant

The Partner panel also holds the VexOp Assistant, which answers product questions instantly from this help content. It can also answer questions about your own jobs, clients, quotes, invoices and schedule, such as what is on today, which invoices are overdue, or the status of a job. It only shows what your access allows, and links to the records it used. If it cannot answer confidently, it hands you across to a request with the details already filled in.

Team members

Owners open VexOp Partner and see every request from the business, and can raise any kind. Team members use Report a problem at the top of the app: they report app problems there and see their own reports and the replies.