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
   • Problems signing in
   • If you are not an Administrate user
3. Submitting requests
   • Submitting a new request
   • Projects under implementation
   • Alternative ticket form
4. Managing existing requests

How your Support account works

Start here for an overview of our Administrate documentation and Support portal.

The first time you send us a Support request, or the first time you access this Support portal from your Administrate account, a Support account gets created for you.

Your Administrate account and your Support account are linked together using your email address and your Administrate instance, using our Identity Provider. Thanks to your Identity Provider, you only need to log in once to your Administrate account. You can then access your Support account directly from your Administrate account, without having to remember another password to log in to your Support account. Click here to 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 under implementation with our Professional Services team, read how to send your requests to the right team here.

Logging in to your Support account

You can either log in via the Support portal, or you can log in to your Administrate account and open the Support portal from there.

From the Support portal

If you log in to the Support portal first, it will redirect you to the Administrate sign-in page, so you can log in to your Administrate account, and then it will redirect you back to the Support portal.

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

2. You'll be redirected to log in to your Administrate account. First enter your instance name, which is the subdomain of your Administrate account.
   
   
   
   

3. Then log in to your Administrate account as usual.

From your Administrate account

If you log in to your Administrate account first, you can access your Support account in one click.

1. Log in to your Administrate account,

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

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

Problems signing in

If you get an error trying to log in to your Support account, there could be several reasons for that.

The error message “User is invalid” would indicate that you have multiple accounts with the same email address, and you are currently logging in to a different Administrate account from the one that is saved on your Support account.

To solve this error, try logging out of all Administrate instances and all Support accounts, or open a new private/incognito window. Then log in to your main Administrate account, then click the icon in the upper-left corner, and select “Support Desk”.

If you still have an error, please reach out to our Support team and we'll be happy to help you.

If you are not an Administrate user

If you do not have a user account on an Administrate instance, and our Support team set up a password access for you, you can log in via this link.

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 in 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.