VSA FAQs
I don’t see the VSA in my product. How do I know if I have it?
Can we see our VSA tickets in the vPortal?
Will the VSA display past tickets or only tickets going forward?
Can I delete a ticket in the VSA?
Can I create a Professional Services request in the VSA?
What’s the difference between creating a ticket in the VSA vs the vPortal?
Q: I don’t see the VSA in my product. How do I know if I have it?
A: To have the VSA in your product, you need to be using one of these software versions or higher. You may wish to reference How to Find Your Software Version.
- Collection-Master 9.1H.002 (6.8.22)
- Q-Law 6601 (7.5.22 VSA Beta)
- Q-LawE 6522 (5.26.22 VSA Beta)
- vMedia 3.1 (TBA)
- vExchange users will access the VSA through their collections product.
Q: Can we see our VSA tickets in the vPortal?
A: Yes.
Q: Will the VSA display past tickets or only tickets going forward?
A: Only tickets created in the VSA will display in the VSA. Past tickets are visible in the vPortal.
Q: Can I delete a ticket in the VSA?
A: The answer depends on your role.
- Support Coordinators/Administrators can delete a ticket by any user unless it has have been forwarded to Vertican.
- Users can delete their own tickets only if the ticket status is “new issue”.
Q: Can I change my password?
A: Yes. Any user can change their own password. From the top menu, go to Ticket > Users. Then click the Edit button. Enter a new password and click the Save button.
Q: Can I create a Professional Services request in the VSA?
A: No. The VSA is only for technical support issues. If you need training or other Professional Services, please create a request by going to vPortal > vStore > Professional Services. You can also learn about Technical Support vs Professional Services.
Q: What’s the difference between creating a ticket in the VSA vs the vPortal?
A: This chart shows the differences between the VSA and the vPortal.
| VSA | vPORTAL |
|---|---|
| Recommended method effective September 1, 2022. | Backup method to create tickets if there is no access to VSA. |
| For Technical Support tickets only. | For Technical Support tickets and Professional Services requests. |
| Prompts users to provide information specific to the issue. | Prompts users to provide information general to all issues. |
| Users are required to submit a case with adequate documentation; this will expedite case resolution. | Users may submit a case without adequate documentation; this will delay case resolution. |
| Displays tickets created in the VSA. | Displays tickets created in the VSA and in vPortal. |
| Accessed within the product software. | Accessed via web browser. |
Q: What should I do if I get an Exception or Error message?
A: If you see any Exception or Error message, contact your firm’s Support Coordinator/Admin. The only error message you may receive is the one below, which your Support Coordinator/Admin can fix following the directions for How to Resolve the Chilkat Error.
