Help Portal

Objective: To learn how to get access to Duro's Help Portal, ticketing system, and chatbot.

Difficulty: Easy

In this article:

1. Help and documentation
2. Submitting a ticket
   • How to submit a ticket
   • How to view and track help tickets
   • Ticket statuses
3. Duro support hours

If you require assistance, Duro is committed to providing support. We offer two official channels through which you can request or find support: documentation found via the Help Portal and our ticketing system. These channels serve as comprehensive resources where you can access relevant materials and seek guidance from our team of experienced support specialists. We strive to ensure that you have access to the necessary tools and assistance to address any queries or concerns you may have.

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Help and documentation

For general information, navigate to our Duro's Help Center. You can also get to this webpage through your Duro account. This process is discussed in the following steps.

1. Log into your Duro account, click on your avatar at the top-right corner, and then click on Help and documentation.
2. You will see five separate tiles offering information about the following topics:

• • Getting Started: provides you with articles to help you get up and running quickly.
  • Tutorials: offers a series of documents to teach you about the core features of Duro’s product line.
  • Duro Integrations: supplies documentation on several plugins for third-party applications to improve data integration and user experiences.
  • Duronaut Mission Control Center: includes Help Center account creation instructions, community guidelines, a platform for requesting features, and more.
  • Frequently Asked Questions: showcases answers to the frequent “How do I…?” questions.

Submitting a ticket

To directly request support from Duro with an issue, submit a ticket. This is the fastest way to resolve any issues that you have.

Please reach out via ticket submission for any of the below reasons:

• If you have a question on how to accomplish a task
• If you are unable to find information within our knowledge base
• If you think you found a bug
• If you have a feature change request

How to submit a ticket

1. To submit a ticket, log into your Duro account.
2. Click on your avatar in the top-right corner.
3. Click on Submit a ticket. 
4. Insert your email address.
5. Insert a subject for your ticket.
6. Insert a description of why you’re submitting a ticket. 
7. Select a type of ticket. This helps route your ticket to the appropriate customer success team.
8. The available options are the following: 
   • Bug
   • Improvement
   • New feature
   • General question
9. Select the product type that your ticket pertains to.

The available options are as follows:

• Account Administration
• PLM Web Application
• Integration - SolidWorks
• Integration - Onshape
• Integration - Valispace
• Other

     10. Submit your ticket once you have added all the required information.

A reference number will be sent to the email provided in the ticket so that you can track the progress of your ticket. 

How to view and track help tickets

Once you or a team member has submitted a ticket, you will want to be able to reference it easily. As the ticket evolves, new input is added, or new material is referenced, you should be able to track and view them seamlessly. Please follow the below steps to view all tickets that you've submitted or that you've been CC'ed on.

1. Navigate to Duro's Help Center through Zendesk.
2. Click Sign in.
3. Enter your email and password associated with Duro.
4. Select Sign in.
5. Click on your Avatar.
6. Select Requests. 
   
   
7. This displays the following views:
   • My Requests: All tickets that you've submitted. 
   • Requests I'm CC'ed on: All tickets that you've been copied on. 
   • Organizational Requests: All tickets submitted by your organization. 

Ticket statuses

You can view the current status of your tickets:

New: the Duro support team has not yet reviewed your ticket.

Awaiting your reply: the Duro support team has responded and is awaiting your reply (a) to gather more details or (b) to confirm the proposed solution.

Open: your ticket has been attended to and is awaiting to be implemented on the Duro side. 

Solved: we have solved your question and closed your support ticket.

Duro support hours

Our customer support is available from Monday to Friday, operating between 07:00 am to 17:00 pm PST, except on U.S. holidays. During these hours, our dedicated team is ready to assist you with any inquiries or issues you may have. Please note that our support services may be limited or unavailable on U.S. holidays, but we will promptly address your concerns as soon as our normal business hours resume.