We are excited to announce our new portal experience for support!
Here are some of the highlights:
- Quick entry starts with a subject and summary about your question or issue.
- Product options are presented on screen in easy-to-read tiles.
- Knowledge suggestions are presented using artificial intelligence to match your request.
- If the answer you need isn’t presented, continue to finalize the case creation.
- No new required fields – tell us as much about the issue as needed to start working on your question.
See the new experience: New Portal Experience October 2023
Once registered on Tyler’s website, launch https://www.tylertech.com, log in, and then click the Client Support button in the top navigation bar. From the Get Started Fast bar, select the ONLINE SUPPORT INCIDENTS item.
Once your tylertech.com support account has been approved, you are all set to log in using the email address and password you entered when registering. Once logged in, click the Client Support button at the top of the page and then the product that you use the most. Bookmark this page for quick access. Take this opportunity to explore resources.
Set your default product suite in your online support incidents profile to scope search results and default the product suite during case entry: Setting default product suite
In addition to setting your default product suite, you can update contact information to help us serve you better when requesting support: Updating your portal profile
There are two ways you can find answers in the portal. First, you can use the Tyler Search option in the portal. Second, as you log a case in the portal, the Suggestions presents to suggest helpful information as you are entering the case.
Simply put, the best support cases are both detailed and specific. Include what happened, when it happened, where it happened, what you were doing at the time and what you expected to happen. Here are some additional items to consider:
- Entering a detailed and concise case title jump starts the triage process and includes the added benefit of clearly identifying the incident issue when you or other superusers are reviewing cases in the portal.
- When logging the ticket, start with the application module for the product in use. The application support team will collaborate with other groups as needed (forms, tech, etc.) for resolution.
- Include the full menu path and screen selections to where you are experiencing the issue to help us be sure we are researching the correct process.
- If you are receiving an error message as part of this issue, help us to quickly diagnose by entering the exact error message in the Error code box on the Create a Case > Description screen (or the Error Messages box on the Additional Details screen), as well as the steps to repeat in Steps to Reproduce. We also recommend entering the current version in use in the Version box.
- Including a screenshot or 1–2-page attachment may be helpful for support to better understand the issue. Avoid large attachments or any attachment that contains PII (personally identifiable information).
Priority will vary based on the impact of the issue or question to your business. Since every client is different, there is no single case priority value to describe the issue. Support case priorities are the definitions used to prioritize the urgency of each support case. Tyler offers four levels of priority to describe the criticality of the issue.
Learn more: Support Case Priority
Portal Recommendations present on the home screen of Online Support Incidents once you are logged in. The items are the three newest or most current pieces of information shared with you based on your default product suite. Many support groups highlight cyclical processing documentation using recommendations.