Using the Support Center Portal

TABLE OF CONTENTS

• Benefits of Creating an Account and Logging into the Support Center Portal
• Create an Account
  • If you have already submitted a ticket through the support portal:
  • If it is your first time submitting a ticket through the portal:
• Create Tickets From the Support Portal
• Check Ticket Status

Benefits of Creating an Account and Logging into the Support Center Portal

• Access to All Tickets: Easily view and track all your past and ongoing support tickets in one place.
• Submit and Manage Requests: Create new support tickets and manage updates or follow-ups seamlessly.
• Faster Resolutions: Stay informed about ticket statuses and responses, respond to tickets, add notes, or attach additional files, helping expedite communication and resolutions. 
• Knowledge Base Access: Quickly browse helpful articles, FAQs, and guides in the portal’s knowledge base to potentially resolve issues independently.
• Personalized Experience: Save preferences and view a history of your interactions for a more tailored support experience.
• Improved Collaboration: Add others as watchers for the ticket using the CC field, allowing them to stay informed about the progress and updates.

Create an Account

If you have already submitted a ticket through the support portal:

The first time you submitted a ticket to the portal, you should have received a user activation email to set up an account. If so, you are already able to log back into the support center portal. If you haven't received an activation email or are unable to find it, follow the instructions below to set up your account:

1. Click Login in the upper-right corner of the support center.
2. 
3. Click on "Forgot your password?"
4. Enter the contact email address you used.
5. Click the "Reset my password" button.
6. You'll get an email to that address allowing you to reset (setup) a password.

If it is your first time submitting a ticket through the portal:

1. Click Sign up in the upper-right corner of the support center:
2. 
3. Enter first and last name and a work email address if you have one.
4. Click the Register button.
5. You'll get an email address to set up your account.

Create Tickets From the Support Portal

1. After logging into the support portal, you can click the Submit a Ticket button to get started.
2. You’ll be taken to a form where your email address will autofill in and can provide details about your issue including adding a person to the CC field. You can also attach files to your ticket.
3. As you type in the subject, the system might suggest helpful articles from the Knowledge Base that could resolve your issue right away without needing to submit a ticket.
4. When you’re ready, click the Submit button. 
5. Your ticket will be created and submitted to the support team. After submission, you’ll be taken to the ticket’s public page, where you can check its status, add replies, or include notes as needed.

Check Ticket Status

At any point, you can log in and check the status of your tickets using the "View all tickets" option.

You can use the filters on the right to search for tickets. You can click on any ticket that hasn't been closed, add comments, add attachments, add other watchers, or Close issue.