I Am A Logitech Reseller / Service Provider
Business Support ticketing and license management are merging into Logitech Sync Portal, to bring all of our business products’ post-purchase interactions into one place. [Note: regional Sync tenants (.eu, .ca, .fr) will receive these features sometime this summer.]
Our legacy ticketing and license management systems will still be available for now, but we will eventually discontinue them in favor of Sync (we will provide plenty of advanced notice). To transition fully to Sync, here’s what you need to do:
Make sure your company has a Sync account
Add all employees who many need to open a support ticket
Ensure customers to whom you provide installation and maintenance have set up a Sync organization
Discuss having your customers add you to manage their Sync account and/or raise tickets on their behalf (this is recommended, but not required)
Review resources for 1-4 and other new features, below
Table of Contents
Getting Started in Sync
If your company is not already familiar with Sync, there are two main ways you’ll want to use it.
First, your company should set up a Sync account of its own and add all employees or technicians who may need to raise a ticket. To set up a Sync account you can follow this detailed setup guide.
Tip: duplicate organization names are not allowed, so if you want to create different orgs for regional branches, use the location when picking a name: Acme Corp - Denver, Acme Corp - Boston, etc.
Next, if you provide installation and/or managed services for clients, we recommend making sure they create a Sync organization and invite you to it, so you can more easily raise tickets on their behalf. (This is not required; you can still open tickets from your own Sync account, if preferred.)
This will make it easier to import into Sync any Logitech service contracts they purchase, and once added you can manage their Sync account if they prefer. See below for resources related to adding and managing users.
User Management
Sync makes it easy to add and manage users from the Settings menu and has a variety of user roles, find details here.
Make sure you add anyone who will need to open tickets or manage service licenses on your behalf, as well as manage your fleet of devices if you use Sync's other features.
One person can belong to as many different Sync organizations and have as many different user roles as they need to, so you can meet the needs of your company and your clients.
Support Ticketing
Support ticketing can be found in Sync's main navigation menu, as well as under the Support section of any room or desk space you've set up in Sync.
If you have a paid service contract applied, all you need to do is make sure the right room or desk is selected while creating the ticket and it will automatically be routed to the appropriate service tier. Support tickets created in Sync can be viewed and managed by the rest of your organization, but are not visible between different organizations.
For an in-depth walkthrough of ticketing in Sync, check out this guide.
Previously Created Tickets
Tickets you’ve opened previously, outside of Sync, will behave differently based on the conditions under which they were opened.
If your company opened tickets from our Logitech Service Portal and had the portal linked to a Sync account, your tickets will automatically be available in your Sync account, and you can manage them from the Sync Portal alongside new tickets you open via Sync.
Business support tickets you opened through different methods (such as our ProSupport / Business support help site) will be handled a bit differently (note: this applies only to business support tickets, not consumer support).
Initially, these tickets will only be visible and editable for you, linked to you by your email. They will appear for you in any Sync organization you join, but other members of the Sync organization will not be able to see them.
This will allow you to switch all of your ticketing over to Sync now, and in the near future we will release a feature allowing you to move these tickets into your company's Sync organization if you choose, so your colleagues can also view and update them.
Please note: if you have multiple active tickets you previously opened, all of them will be linked to your email in any Sync organization you are part of. No one else can see them until you import them to those organizations, but once you're able to, the ticket will be permanently visible to all users.
If you are managing multiple clients' Sync organizations, use caution when importing existing tickets to make sure you import the tickets into the correct client's Sync portal, as importing cannot be undone.
Service License Management
If your customer has purchased a Logitech service contract and hasn't set up Sync yet, we recommend the customer create the Sync organization initially. This will make it easier to import their service licenses. If you'll be managing their Sync portal and licenses, they can simply add you as an Admin (see the user management section above) and let you take over.
Entering your service contract in the Contracts section will import Logitech paid service licenses, and then you can assign them in bulk, one at a time, or from individual room or desk spaces. A guide with full steps can be found here.
Upcoming Features
In the near future we will be adding more options to Sync, including:
an option to Sync to register devices for inventory and warranty tracking using serial numbers, with no connection to Sync required. No release date is available yet, but we will notify Sync users when it is available
an option to import your previously opened support tickets into your Sync org (for now they will be visible and actionable only to you)