ServePath Blog

ServePath engineers have been working hard on providing a newly redesigned, more efficient and effective Customer Portal. The new portal was quietly released to all ServePath customers recently so I wanted to take a bit of time to point out a few of the notable changes that can be found there.

First, both portals are currently available (old here and new here), but this won’t be true forever. Once the new portal is finalized, the old one will be gone…forever! There is also a direct link to the new portal on the old login page currently.

Once you log in to the new Customer Portal, you will immediately see a redesigned interface with new sections. Note, your login information works on both portals. For posterity’s sake, I will be including screenshots of both versions.

New ServePath Customer Portal:

Old ServePath Customer Portal:

For starters, the Dashboard has been drastically redesigned to group pertinent information together, namely:

• Products/Services - Call-outs at the top of the page to critical or new product or service offerings (e.g., Services & Hardware upgrades and the ProActive Management Suite)
• Support information – who your account manager is, phone numbers for support and billing and a Live Chat button
• Quick Links – these are links that many of our customers frequent, carefully compiled to streamline the experience
• Network Status – current RSS feeds from the ServePath Status blog
• ServePath Blog feed – quickly scan recent ServePath blog entries
• Survey – answer a few questions and be entered in a monthly drawing for Amazon gift cards (HINT: it takes about 30 seconds to fill out the survey!)

Also live with the new portal is a revamped Support Section. With the new Portal, you can choose the “Create a Case” Quick Link and within one click, be able to enter a support ticket immediately:

Most notable is that you can, on the same screen, drill down to the exact server(s) or other hardware that you need help with. Once you select a particular server or set of servers, for example, you will also be able to select their associated IP addresses as well.

Also, when a Case is entered, after the form is submitted and the Case is created, the user is presented with a list of Knowledge Base (KB) articles that may be relevant to the Case. Users can potentially resolve their issues based on the suggested articles, however, if the solution is not present, the user’s Case is already in the system. If a particular KB article solved the issue, the user can attach that article to the Case and close the Case themselves.

On the old portal, the process of entering a ticket took a bit longer and did not offer the user the ability to resolve their own case. An example of the same type of ticket entry as shown in the previous image is listed below:

There are other numerous changes in the new ServePath portal. If you are a current ServePath customer, I encourage you to compare the different versions. We are currently working on the next revision to the new portal as well, so if you have suggestions, comments or, gasp, criticism, feel free to leave a comment on this post and I will share it with the Engineering team. We will also have a feedback form within the new portal as well soon.

Hope you like the changes! We certainly do.