How to Request Technical Support for Workflow Modules Modern
Overview
After upgrading from Microix Workflow Modules Classic to Modern, users may experience issues or have questions about the new interface, functionality, or changes to existing processes.
Microix provides several support resources to help users troubleshoot technical issues, find answers to common questions, and become familiar with the Modern version.
Depending on the type of assistance needed, users can choose from the following support options.
Option 1: AI Chat – Quick Answers and Troubleshooting
AI Chat provides immediate assistance with common questions about Workflow Modules Modern.
The AI assistant is trained using Microix product documentation and knowledge base articles to help users find answers without waiting for a support representative.
Best used for:
- General questions about features and functionality.
- Step-by-step instructions for common tasks.
- Troubleshooting common errors or issues.
- Finding information about available settings and options.
Important: AI Chat may not always provide an accurate or complete answer, particularly for issues involving organization-specific configurations or complex technical problems. If the response does not resolve your issue or provides insufficient information, use one of the other available support options.
Option 2: Live Remote Support – Technical Assistance
Live Remote Support allows users to connect with a Microix technical support representative who can remotely view their screen and assist with troubleshooting issues specific to their environment.
This option is recommended when an issue requires direct investigation or cannot be resolved through AI Chat or other self-service resources.
Best used for:
- Troubleshooting errors or unexpected system behavior.
- Investigating issues related to the upgrade from Classic to Modern.
- Resolving technical problems involving system configurations.
- Demonstrating an issue that is difficult to explain through email.
- Diagnosing problems that require reviewing the application directly.
During the support session, a Microix representative can connect to your screen, review the issue, and assist with identifying the cause and possible resolution.
Important – Technical Support vs. Training:
Live Remote Support is intended for resolving technical issues and is not a substitute for user training.
Requests involving personalized training, learning how to perform business processes, or configuring workflows based on your organization's internal policies will require paid professional services.
Option 3: Email Support – Submit a Technical Issue
Email Support allows users to submit a detailed description of an issue along with supporting screenshots or other relevant information.
This option is particularly useful for issues that do not require an immediate remote session or when users need to provide documentation to help Microix investigate the problem.
Best used for:
- Reporting error messages or unexpected application behavior.
- Submitting screenshots showing the issue.
- Describing problems that occur during specific workflow steps.
- Reporting issues that occur intermittently.
- Providing detailed information for technical investigation.
What to include in your support request:
To help our support team investigate and resolve your issue efficiently, please include:
- Module or Feature: Identify the module or feature where the issue occurs.
- Issue Description: Explain what you were attempting to do and what happened.
- Expected Result: Describe what you expected the system to do.
- Screenshots: Include screenshots of any error messages or unexpected behavior.
- Steps to Reproduce: If possible, provide the steps needed to reproduce the issue.
- Upgrade-Related Information: If the issue started after upgrading to Modern, indicate whether the same process worked differently in Classic.
Providing these details helps reduce follow-up questions and allows the support team to investigate more efficiently.
Option 4: Video Tutorials – Self-Guided Learning
Video Tutorials provide instructional demonstrations of common tasks and features available in Workflow Modules Modern.
These tutorials are designed to help users become familiar with the Modern interface and understand how to use basic application functionality.
Best used for:
- Learning how to navigate the Modern interface.
- Understanding basic module functionality.
- Reviewing common document entry and approval processes.
- Becoming familiar with new or updated features.
- Providing general onboarding resources for employees.
Important: Video tutorials demonstrate standard system functionality and are not customized to your organization's internal business policies, approval requirements, or workflow configurations.
If your organization requires personalized training based on its specific procedures, Microix offers paid professional training services.
Which Support Option Should I Use?
| Support Option | Recommended Use |
|---|---|
| AI Chat | Quick answers, general questions, and common troubleshooting. |
| Live Remote Support | Technical issues requiring direct assistance or screen sharing with a support representative. |
| Email Support | Reporting technical issues with detailed descriptions, screenshots, and supporting information. |
| Video Tutorials | Self-guided learning and demonstrations of standard system features. |
| Professional Services (Paid) | Personalized training, workflow configuration assistance, and guidance specific to your organization's business processes. |
Additional Information for Customers Upgrading from Classic
The Modern version introduces a redesigned interface and changes to certain features and processes. As a result, some tasks may look or function differently from the Classic version.
A difference in behavior does not necessarily indicate a technical problem. Some changes are part of the Modern design or updated functionality.
We recommend using AI Chat or Video Tutorials first for general questions about how features work. If you encounter an error, unexpected behavior, or functionality that does not appear to work correctly, contact Microix through Live Remote Support or Email Support.
For assistance with organization-specific procedures, workflow design, or additional employee training, please inquire about our professional services.
Summary
Microix is committed to helping customers transition successfully from Workflow Modules Classic to Modern.
By selecting the appropriate support resource, users can receive assistance more efficiently while distinguishing between technical issues, general product questions, and organization-specific training needs.