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This page describes how to report an error or a request to Tourante, and how, and for how long, the Tourante support team can enter your firm’s panel.

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The feedback button

The «Geri Bildirim» (feedback) button sits at the bottom right of every page of the panel. When you run into an error, this is the fastest way.
  1. Click the «Geri Bildirim» button. The «Geri bildirim gönder» (send feedback) window opens.
  2. Choose the «Tür» (type: error, request, suggestion or question) and the «Öncelik» (priority).
  3. Fill in the «Başlık» (title) and «Açıklama» (description) fields. In the «Adım adım tekrar» (step-by-step reproduction) field, write what you did, what you expected and what happened.
  4. If you like, add a screenshot or a document in the «Ekler» (attachments) field: at most 5 files, each at most 10 MB.
  5. Press the «Gönder» (send) button. The notification «Geri bildiriminiz alındı» (your feedback has been received) appears.
The address of the screen you are on and your browser’s details are added to the feedback automatically; you do not need to write them. The button appears if the «Geri Bildirim» module is switched on for your firm. It is also on the page that opens while the licence is inactive; you can report from there that you cannot get into the panel (Sign-in and roles). The agency portal does not have this button.

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Your feedback

You track the feedback you have sent on the «Geri Bildirim» screen in the menu. All of the firm’s users see this screen, and the list holds all of the firm’s feedback.
  • The list shows the type, priority, title, status, the person who opened it, the number of attachments and the date. You can filter by type, status and priority.
  • To open a new record, press the «Yeni geri bildirim» (new feedback) button. The form is the same as the button’s form.
  • To open a record, press the «Görüntüle» (view) button.
Each piece of feedback is in one of these statuses: «Yeni» (new), «İnceleniyor» (under review), «Çözüldü» (resolved) or «Reddedildi» (rejected). The Tourante team sets the status and the reply; you see them in the record’s «Değerlendirme» (assessment) section. When the status or the reply changes, the person who opened the record receives the notification «Geri bildiriminiz güncellendi» (your feedback has been updated). While a record is in «Yeni» status, the person who opened it or the manager can edit and delete it. When the Tourante team takes up the record, it is locked: from then on it is read-only. You can add information to a locked record too:
  1. Open the record and press the «Ek bilgi» (further information) button. The «Ek bilgi ekle» (add further information) window opens.
  2. Write the information you want to add; if you like, attach a file (within the limit of 5 files in total per record).
  3. Press the «Ekle» (add) button. The notification «Ek bilgi kaydedildi» (further information saved) appears.
The further information is added to the record’s history with the date and your name. The person who opened the record or the manager can do this. If your installation supports it, you also see the same records on the «Geri Bildirim» page of the phone app; further information added from the phone or from the panel gathers in the record’s one history (Getting started on the phone). A photo sent from the phone appears in the record’s «Ekli dosyalar» (attached files) section like any other attachment.

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Support access

The Tourante support team can enter your firm’s panel only with the time-limited permission you give. You give the permission on the «Destek Erişimi» (support access) screen. Only the «Yönetici» (manager) role sees this screen. If your installation supports it, you also give, follow and end the same access on the «Destek Erişimi» page of the phone app; the support sessions’ write log is not on the phone yet (Getting started on the phone). To open access:
  1. On the «Destek Erişimi» screen, press the «Destek erişimi ver» (give support access) button.
  2. In the «Süre» (duration) field, choose how long access will stay open: 1, 4, 24 or 72 hours.
  3. Press the «Erişimi aç» (open access) button. The notification «Destek erişimi açıldı» (support access opened) states the date until which access is valid.
You cannot extend the duration afterwards; if needed, you close access and open it again. To close access, press the «Erişimi kapat» (close access) button and confirm. If a support session is open, it ends at once too. While access is open, the support team enters with a single-use sign-in link, with manager permissions. An e-mail with the sender name «Tourante» goes to your firm’s managers each time a support session opens and closes. The support team cannot use the «Destek Erişimi», «Kullanıcılar» (users) and «Verilerimi Dışa Aktar» (export my data) screens. The screen’s sections:
  • «Şu anki erişim» (current access) — if access is closed, it reads «Erişim kapalı.» (Access closed.). If it is open, it shows who opened access, the start and end times, and the open support sessions.
  • «Geçmiş» (history) — the last 20 access grants. For each grant it lists the sessions opened, who entered, when they entered and left, and why the session closed. By opening a session’s activity log, you can see every change the support team made in that session.

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The support session banner

While the support team is in your panel, the «Destek oturumu açık» (support session open) banner appears at the top of the pages of all your firm’s users. The banner states that the support team is working with manager permissions and when access will end; it cannot be dismissed. The banner the manager sees also holds the «Destek Erişimi’ne git» (go to support access) link. With this link you can monitor access or close it at once.