Open an Enhanced Care Request

Enhanced Care Requests are submitted for issues with your Amazon Connect instance/Call Center that's enrolled in Morse's Enhanced Care. You can choose from various request types, such as:

• Technical issues

• Billing inquiries

• General support

To submit an Enhanced Care request, follow these steps:

1. Log in to your Morse Code portal so that you reach the main dashboard.

2. Click on the blue banner that reads "Get Support".

Main Dashboard

1. From there there you will see a new window titled "Create a ticket".

Ticket Submission Form

• A - Request Type

  • There are two types of support tickets: "Enhanced Care Ticket" and "Morse Code Support". Enhanced Care Tickets are for support requests involving your connected AWS account and enrolled Connect instances. Morse Code Support tickets are for issues, questions, or requests regarding the Morse Code Portal itself.

• B - AWS Account

  • Select the AWS account that contains the instance which the support request will be submitted.

• C - Instance Name

  • Select the specific instance you would like support for.

• D - Issue

  • This is the subject line of your support ticket. Provide a brief description of your issue or question here.

• E - Comments

  • This is the body of your support ticket. Please provide a detailed explanation of your request or the issue that is occurring, the more detail the better.

• F - Attach Files

  • Attach any files supporting your request or the issue that is occurring. Attaching files to your support ticket is optional, but is extremely useful for our support specialists to diagnose issues. If you have any logs or other documents relevant to the issue, please attach them here. You can remove attached files by clicking the red trashcan icon next to the file.

1. Once all of the necessary information is filled out, click on the blue "Submit" button.

Open Tickets and Ticket Replies

Once a ticket has been opened, you can track the status in the "Open Tickets" section. Anyone within your organization can see all ticket information. The Open Tickets section displays key details for easy reference, such as:

• The issue subject

• Ticket status

  • Open/Closed, waiting for support, waiting for customer

• Unique ticket number for easy reference.

Open Tickets

Our support team will provide timely updates and responses directly to your email inbox and will assist you throughout the resolution process. Correspondence on all support requests will be conducted via email.