Important Information About Emailing ShareVision Support

Owned by Support Desk
Mar 29, 2022

Applies To Version(s): 3, 3.5 & 3.7

Overview

The ShareVision Support Request System only recognizes and processes messages received from the email address associated with your ShareVision Support Account. Only one email address can be associated to your ShareVision Support Account.

To keep you informed, the ShareVision Support Request System will allow additional email addresses to be included on Support Requests:

  • When a new Support Request is created on the ShareVision Support Portal, there is an option to add one or more Alternative Email Addresses. 

Format for More Than unsafe-One Alternative Email Address

When logging a support request, you have the option to include one or more Alternative Email address(es) on the ticket. If you are including more than one email address, please separate each one with a semicolon ; 

If one or more email addresses are added to that field, whenever the support request is updated, email messages will be sent to the email address associated with your ShareVision Support Account and to any email addresses added to the Alternative Email Address on the support request.


  • When a new Support Request is created from your ShareVision site, the email address assigned to the user that is logged into ShareVision will be automatically added to the Support Request.



Requirements/Dependencies 

  • A ShareVision Support Account has been set up for your organization.
  • If you are unsure if your organization has a ShareVision Support Account, please email customersuccess@sharevision.ca to find out. 



How To Update a Support Request via Email

  • Please ensure that any replies via email are sent from the email address used to set up your ShareVision Support Account.

  • While email addresses listed in the Alternative Email Address will receive updates on the support request, only the email that has been setup for your ShareVision Support (listed at the beginning of this message) can be used to reply to an email update on any support request.

  • Any update that is sent from an email address listed in the Alternative Email Address field will not be added to the support request and our Support Team will not see those updates.


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