How to submit and manage your requests on our Support portal

Table of content

1. How your Support accounts works
2. Logging in to your Support account
   • From the Support portal
   • From your Administrate account
3. Submitting a new request
   • Projects under implementation
   • Alternative ticket form
4. Managing existing requests

How your Support account works

When you send us a Support request, or when you access this portal from your Administrate account, a Support account is automatically created for you on this portal.

Your Administrate account is linked automatically to your account here, and you can log in to your Support account via your Administrate account. See how to log in to your Support account here.

You can submit new requests, or manage your existing requests, via your Support account.

If you have any projects currently under implementation with our Professional Services team, read how to send your requests to the right team here.

Logging in to your Support account

From the Support portal

1. Click “Sign in” in the upper-right hand corner of this page,

   
   

2. You'll be redirected to our form to log in to your Administrate account:
   
   
   
   

3. Log in to your Administrate account.

From your Administrate account

• Log in to your Administrate account,

• Click the icon in the upper-left corner, and select “Support Desk”,
  
  
  
  

• This will open a new tab with our Support portal, and you'll be automatically logged in to the Support account linked to your Administrate account.

Submitting a new request

We recommend that you log in to your Administrate account first before submitting a ticket.

Otherwise, please submit any new requests using the same email address as the one you've been using on your Administrate account, as it'll be easier for us to know which organization you're part of.

You can submit a ticket directly using this form here, or by clicking “Submit a request” in the upper-right corner of this page.

Projects under implementation

If you have any projects currently under implementation with our Professional Services team, you'll see an additional box on the form, provided that you are logged in to your Support account first. Otherwise, this box will be hidden.

If you do see this box, you can either:

• leave it unchecked to write to our Support team,
• or check it to reach out to our Professional Services team instead.

Alternative ticket form

If you talked to your account manager about using an alternative ticket form to contact our Support team, you can access it by logging in to your Support account first. Otherwise, you'll view our Support portal as an unidentified user, and you'll see the standard ticket form instead of the alternative ticket form.

Then follow the steps on submitting a new request, and you'll be automatically redirected to your alternative ticket form. Note that you can no longer access the standard ticket form in this situation.

You may see different fields in that alternative ticket form. Please fill all the fields as instructed, and submit your request to create a new ticket for our Support team.

Managing existing requests

You can view all your requests on our Support portal, and see if they are open, awaiting your reply, or solved. Log in to your Support account first, then click “Requests” in the upper-right corner.