#Manage Troubleshooting Profiles

Elements provides troubleshooting profiles for customers. By default, customers’ Invite Support emails will be sent to the support team. In the troubleshooting profiles, you can manage recipients for receiving customers’ Invite Support emails.

To manage troubleshooting profiles, go to the Settings page, and select Troubleshooting profile in the Additional area. The Troubleshooting profile page appears, and you can perform the following actions:

• Click a profile name. The View details page appears, and you can view the details of the profile.

• To edit a troubleshooting profile, refer to the steps below:

  1. Select a service’s profile and click Edit, or click Edit on the View Details page of the profile.

  2. On the Edit profile page, edit the following settings:

     • Recipient of customer’s invite support emails – This setting is only in Cloud Backup for Microsoft 365 and AvePoint Online Services troubleshooting profiles. The default recipient is AvePoint support. You can change the recipient to Managing partner if necessary.

     • Email address for receiving customers’ invite support emails – Enter the email addresses that will receive your customers’ Invite Support emails.

     • URL for the help (Contact support) link in AvePoint Online Services – For the AvePoint Online Services troubleshooting profile, if you set Managing partner as the recipient for receiving customers’ emails, enter a URL in the text box as the contact support link in AvePoint Online Services.

  3. Click Save to save your change or click Cancel to go back to the Troubleshooting profile page without saving any change.

#Retrieve Customer Attachments

When a customer uses the Invite Support feature to request troubleshooting help, the support invitation email is sent to you. If the email contains an attachment file name that indicates that the customer uploaded an attachment, which may help explain or resolve issues. Currently, the uploaded attachments are stored in AvePoint’s storage. You can contact the support team to get the attachments.