How to submit and manage your requests on our Support portal

Table of content

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

How your Support account works

For an overview of our Administrate documentation and Support portal, follow this link.

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 requests

Submitting a new request

Please submit any new requests using the same email address as the one you've been using on your Administrate account. This will help us know which organization you're part of and better assist you.

If you've already contacted us, we recommend that you log in to your Administrate account first before submitting a new ticket. After you log in, you can view your other requests, their status, and follow up with a new request if needed.

You can submit a new request either by:

• using our ticket form here,
• clicking “Submit a request” in the upper-right corner of this page,
  
  
  
  
• or email.

Your new request will then appear in the “My requests” section of the Support portal.

Projects under implementation

If you have any projects currently under implementation with our Professional Services team, simply send a request using our ticket form.

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.