Support Portal

NOTE: The file upload utility tool has been deprecated. This process should be used in its place. Use of file sharing providers such as Google Drive, Dropbox, iCloud, etc for file exchange with customers is forbidden by JCI.

Sharing Files

Log into the Exacq Support Portal with an Administrator or Level 2 user role.
Access the File Manager, found under the Admin menu.
The root (home) directory will list existing directories you have access to view. Administrators can see all directories, Level 2 technicians will see only directories they have created or are given access to.
Create a directory for each case, or create a directory structure for customers and place case directories inside these.
With the directory created, drill down into the directory by selecting the directory name.
Select the +Files option. Drag and drop a selected file, or use the Browse option to select a file to upload.
Attach one or more files, then select Upload.
Click the Close button to return to the directory.
Select the Copy Link button beside the file you wish to share and share this link with the customer. They will need to log into the Exacq Support Portal to reach the file.
Files are automatically set to be deleted after 30 days to manage file storage.

Customer File Uploads

Log into the Exacq Support Portal with an Administrator or Level 2 user role.
Access the File Manager, found under the Admin menu.
The root (home) directory will list existing directories you have access to view. Administrators can see all directories, Level 2 technicians will see only directories they have created or are given access to.
Create a directory for each case, or create a directory structure for customers and place case directories inside these.
With the directory created, either drill down into the directory, by selecting the directory name, or check mark the box beside the directory in list view.
Expand the Actions menu and select Share.
Use the Account Search field to locate the Support Portal user you will provide the directory share link to.
 NOTE: Yes, the customer MUST have an Exacq Support Portal member account. Direct them to the Sign Up form if they do not have one.
So that you may provide a link to the customer, you will need to change permissions from Private to Access List.
To enable uploads, toggle the Access Level beside the user’s name to change it from READ to READWRITE. In situations where multiple users are added, you may mix access levels between users.
Press the Copy Link button to copy a link you may wish to share with the customer. They will need to be logged into the portal and use this link to access the directory you have shared to upload files. They should also receive an email with links as well.
Close the dialog window and reload the directory to refresh any changes in the files displayed. Files are automatically set to be deleted after 30 days to manage file storage, but you may select files to manually remove them earlier than the expiration date if desired.

NOTE: Portal Admins will find that their file uploads default to an Expiry date of Never. This is because it is assumed Admins are uploading files that need to remain. Use the chevron icon beside the file name to change the Expiry date.

Sharing Files

Customer File Uploads

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