Support Desk

10/19/2016

We’ve added a new Support Desk to your ThemeFusion account that will help you track and manage your support details. The Support Desk has 4 tabs; the Tickets tab, the Purchase Codes tab, the Product Registration tab and the Profile tab. Please view below to learn more about the Support Desk and the different tabs within it.

How To Access The Support Desk

Step 1 – Go to the ThemeFusion website.

Step 2 – Navigate to the ‘Support’ page and sign in with your login credentials.

Step 3 – In the Support page sub-menu, navigate to the ‘My Account’ page.

Step 4 – Once you’re on the ‘Support Desk’ page, you’ll see 4 tabs; the Tickets tab, the Purchase Codes tab, the Product Registration tab and the Profile tab.


Tickets Tab

This tab allows you to view your ticket history. On this tab, you’ll see the status, title and date for each of your ticket. Your support tickets are organized from oldest to newest and each page displays 25 tickets at a time.

IMPORTANT NOTE – You cannot reply to tickets here, you can only view their status. To reply to a ticket, please reply to it via the assigned email.

STATUS DEFINITIONS
  • Staff Replied – Your ticket will show this status when a support representative has replied to your ticket or if it has been resolved and closed.
  • In Progress – Your ticket will show this status when your ticket hasn’t been replied to by a support representative yet, or if you’ve replied to the ticket last.

Purchase Codes Tab

This tab allows you to view and add purchase codes to your account. To learn how to get your purchase code, please read our ThemeForest Purchase Code article here.

How To Add A Purchase Code

Step 1 – Retrieve the purchase code you’d like to add. To learn how to retrieve your purchase code, please read our ThemeForest Purchase Code article here.

Step 2 – Enter the purchase code in the provided Field, then click the ‘Submit Code’ button to submit it.

Step 3 – Once you click the ‘Submit Code’ button, your purchase code will be verified. If the purchase code is valid, you will see it successfully added under the ‘Purchase Code Registered’ section.


Product Registration Tab

This tab allows you to enter your Product Registration key as a fallback method if registration through the theme fails. It’s important to register your purchase to receive auto updates, avada demo import and premium plugins. To learn more about registering your purchase, please read our Register Your Purchase article here.

How To Add A Product Key

Step 1 – Generate a Personal Token from Envato. To learn how, please closely follow the instructions outlined on the Product Registration tab, or in the Register Your Purchase article here.

Step 2 – Once you’ve generated a Personal Token, enter it into the field provided on this tab. Once done, click ‘Submit Code’.

Step 3 – If successful, you’ll see a success message saying that your Personal Token is valid. Download buttons for both premium plugins (Revolution Slider and Layer Slider) will then be available for you to click.


Profile Tab

This tab allows you to edit your account’s details. You can change your name, contact info, and biographical info. Finally, you can change your password and your assigned email address where we send support ticket replies.


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