Helpdesk

Overview

The Helpdesk is available to the system administrators to communicate with Mithi for general, billing and technical support for all of Mithi's products.

The access to the Helpdesk is available via a login to your account on Mithi.  

Login

  1. Navigate to myaccount.mithi.com using your favorite browser on your desktop
  2. Enter your authorized registered email id and password to Sign in your account.
    • If you are logging in for the first time, click the link received to your mail to set the password. 
    • If you have forgotten your password, use the Lost your Password link to generate a new password.
  3. On successful login, you will see the dashboard.
  4. Click on Get Support. 
  5. Helpdesk window will be displayed on the screen.

Searching for a solution

  1. Login to your account at myaccount.mithi.com
  2. Select the Get Support option to navigate to the Helpdesk
  3. Click Solutions
  4. Enter your keywords to search and press enter
  5. The system will show all relevant topic. Click to open a topic.
  6. If your topic is not present in the Solutions section, you can browse through the Knowledge Base. To access the Knowledge Base, click on the Knowledge Base widget in the bottom right corner. Search for your topic.

Raising a ticket

  1. Login to your account at myaccount.mithi.com
  2. Select the Get Support option to navigate to the Helpdesk
  3. Click New Support Ticket
  4. Select a Category from the drop down list
  5. Depending on the Category, you may have to select one or more options on the page. For example, if you choose the Technical category, then you have to specify the product.
  6. In the subject field, enter your request/query. 
  7. Once you enter the request, the system will show you topics matching your request or query from the Solutions section on the right of the screen. Clicking on any of these topics, will show the details in a new browser tab.
  8. In the Description field, give all the details about the problem. When reporting a problem, giving screen shots of will help speed up resolution time. To add screen shots, simply press the Print Screen button and paste it in the Description box. 
  9. Attach any supporting files.
  10. Click Submit.

Ticket responses

  1. When the Mithi team responds to your ticket, you will get an auto email alert. The alert will have the response from the Mithi team.
  2. To submit your reply, click the link in the email alert. If you are not logged in to the Helpdesk, you will be prompted to login.
  3. The system will automatically open the ticket.
  4. Scroll to the bottom to see the latest response from the Mithi team.
  5. Type in your reply and click Submit.

Viewing support tickets 

  1. Login to your account at myaccount.mithi.com
  2. Select the Get Support option to navigate to the Helpdesk
  3. Click Tickets
  4. By default, the system will show all the Open and Pending tickets
  5. Click on the down arrow to change the filter.
  6. Change the sort order by selecting an option given.
  7. To search for a specific ticket, enter a keyword to search
  8. Click on the Subject of the ticket to view contents and post replies
  9. To re-open a closed ticket, click the Reply link to type in your reply.

Resetting password of your account

In case you forgot the password of your account, follow the steps mentioned below to reset it.

  1. On the login page, click the link Lost your password
  2. Enter your authorized email id registered with Mithi to receive link to reset password
  3. Click the link received to your email id
  4. Enter new password and confirm the same.
  5. Use the updated password to login your account.

Changing password of your account

In case you want to change the password of your account, follow the steps mentioned below

  1. Login with valid credentials to your account using link https://myaccount.mithi.com  
  2. Go to Edit Profile
  3. Change and confirm the new password.

FAQs

What if the authorized email id is not present in my system?

Once allocated, the authorized email id in the Helpdesk is fixed. Please re-create the id or set it as an alias to an existing email id. Another option is to create a distribution list/group with that id.

How do I get a login to the Helpdesk?

An account on the Helpdesk is automatically created for you when you subscribe to any Mithi product.

Do I get Helpdesk ask when I am conducting a trial of a Mithi product?

Yes. You get access to the Helpdesk when you are trying out a Mithi product. The access will be limited to the trial period.

Do I get email support?

Email support from the id support @ mithi dot com is available only till 15th Nov 2019. From 16th Nov 2019, the email id will be discontinued and tickets will have to be raised via the Helpdesk.

Can I access the Helpdesk from a mobile.

Yes you can access the Helpdesk using a mobile browser.

Will telephonic support be available.

Yes. However the call will be to discuss the problems or solutions for tickets raised. Calls without a reference ticket id in the Helpdesk will not be encouraged. If you are having difficulties in submitting a ticket, our team will be happy to assist you.

What are the response and resolution times for the tickets.

These are explained in the SLA here.

Is there any restrictions on the number of tickets I can raise?

No there is no restrictions on the number of tickets you can raise.

How long will be the ticket history be maintained.

Ticket history for the last one year will be maintained.

What happened to the tickets before the launch of the Helpdesk in Oct 2019?

The status of these tickets is not available in the Helpdesk. To reopen an old ticket, it will have be recreated in the new Helpdesk.