Anthology Global Support Center is where administrators can create support tickets for Anthology Ally.
Site administrators must have an account with Anthology Global Support Center in order to submit a ticket. If you do not have an account, please contact your Anthology representative.
Create a support case ticket
Login to Anthology Global Support Center.
In the navigation menu, select Support then select Create case.
- Select Anthology Ally for the product.
Select your environment. Most likely, you should select your production environment. In some cases, you might select your test environment.
- Select Next.
Select an issue type from the Issue Topic dropdown list.
- Describe the issue, being as specific and descriptive as possible.
- Include any relevant links, location names, or any other helpful information.
- Provide screenshots where possible and links to any content items you’re having difficulties with.
- If referencing a specific file, attach is possible.
- Provide specific, exact steps to replicate in the Steps to Replicate textbox.
- Is the issue occurring for a specific user or user role?
- Is the issue occurring in a specific browser?
- Is the issue occurring in one or multiple locations?
- Chose the severity level of the case.
- Severity 1: Critical Production system is down. System is non-functioning, disabled, or non-responsive.
- Severity 2: High Product is functioning, but major components are unavailable/unusable.
- Severity 3: Medium Product is operating close to normal, however minor components are functioning abnormally.
- Severity level 4: Low Instructional assistance or general assistance is needed. Cosmetic issue.
- Add collaborators to be included on the ticket (colleagues, your Customer Success Manager, etc.).
- Select Next to save and create the case.
After you create a support case, you can use Anthology Global Support Center to monitor your cases and communicate with our support team.
