Using our Lucidworks Customer Center portal, you can reach out for help to our Lucidworks Support team or search the Knowledge Base to self-serve or learn more about our products.
This article will cover 3 quick tasks:
- Searching the Knowledge Base
- Creating a New Case
- Viewing your Existing Cases
Searching the Knowledge Base
You can search our knowledge base articles at anytime by logging into the Customer Center portal and using the main search box. For example, below the user is searching "streaming" and you can see the KB article pop up based on their keyword search.
Articles are categorized into different sections including How-To's, Troubleshooting, or Best Practices so feel free to click on a topic area to see what articles are included by topic as well if you would like to browse.
Once you've found an article, you can also choose to "Follow" it or leave a comment on the article if you have questions as well. We will monitor these comments and respond back to your request. You can also mark if an article is helpful or not, which will help our team curate new content for you!
Creating a new Case
To create a new case, hit the "Submit a request" button in the upper-right hand portal by your Name.
If you would like to copy any other colleagues/resources in on your ticket, feel free to add them to the CC line.
The more descriptive you can be regarding your issue in the subject line and description, the better we will be able to triage your request. The system will also suggest possible Knowledge Base articles that might fit your subject description.
Make sure to select your Product (Fusion, Solr, AppStudio, etc.) as well as Environment your issue is occurring in.
Finally select your Severity, and if you have any attachments upload them via the attachments box. Make sure to hit Submit to save!
Viewing your Existing Cases
You can review your cases & activity at anytime by going to your profile and selecting My activities. This will show you any cases you have logged as well as any cases you have been cc'd on. You can search by case status or use the search bar.
You can also see any articles you have saved or contributed to in the menu bar by clicking on Contributions or Following.