Members of our support team usually need the following basic information to help answer your questions efficiently.
Note that much of this information is submitted to us automatically when you submit a ticket from the support link by clicking the name of your client, top-right, and select Request Support. Details on how to request support are below.
Please send us:
1. The name of the client
2. The name of the plan/scenario, if other than the base plan
3. Specifics such as the name of the item in question. For example, if the question is about a pension and there are several in the plan, what is the name of the pension.
4. Any additional description of the problem and specifics, if necessary. For example, the year something is happening or a number that appears to be off and what the expected result is.
5. Please be sure to save your latest changes before contact us.
In addition to e-mailing the Voyant Support team at email@example.com, which will automatically create a support ticket, AdviserGo also has a built-in support request mechanism.
The software's "Request Support" link will not only create a support ticket on your behalf, it also allows you to grant the Voyant Support team temporary access to the client case you are viewing.
To request help from our support team while working in Voyant AdviserGo go to the top right hand of your screen and click on your client's name then select "Request Support".
From here a window will open. Type your question into the box provided and select "share client access". This will send a message to our support team and give them the ability to view the client's plan to help you with your question.
As it is stated onscreen, the Voyant Support team will have access to the client case temporarily, for up to 7 days. You can revoke access to the client case at any time by opening the client case, reopening the Request Support link, and clicking the link to Revoke Access.