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.
