Getting Help from Passageways Technical Support
There are multiple ways customers can access helpful information from Passageways Support. This article will explore those options. The first step in getting help is to use our new Support Center!
Search the Support Center for:
o Self-Guided Solutions
o Training Documentation
o Known Issues
Creating a Support Center Account
In order to comment on an article, submit a support ticket, or post in the Community, users must be signed in to the Support Center with an OnBoard ID. For more information regarding the OnBoard ID, see this article. Signing up is a quick and painless process with just a few steps to complete. Let's get started!
NOTE: If you're an OnBoard customer, you can use the same OnBoard ID used to access your organization(s).
1. From the Support Center, select 'Sign in', 'OnBoard', or 'Submit New Request' buttons to create your OnBoard ID.
2. Select the 'Sign Up' link under the 'Need an OnBoard ID?' section on the page below.
3. Fill out your profile information and then select 'Create OnBoard ID'.
Why do I get an 'The given email is already in use.' when I try to create an OnBoard ID? This error occurs because you have an existing OnBoard account using this email address, and therefore cannot use it to create your OnBoard ID.
4. Activation is required at this point. Check the email you just entered for the activation link.
5. Activate your OnBoard ID account by clicking the link in the activation email.
6. Log in to OnBoard using your newly created OnBoard ID by entering a password and confirming, or choose an existing account to link.
If you are usually signed in to a Google, Yahoo, or Windows Live account, you will want to consider linking your OnBoard ID to one of these accounts for ease of access. For example, if you are signed in to Gmail and have your OnBoard ID linked to the Gmail account you're signed in to, you can immediately sign in to OnBoard, and thus the Help Center, by simply selecting the Google authentication provider. Please see this article for more information on linking and unlinking accounts to the OnBoard ID account.
Opening a Support Ticket Request
If you don’t find the answer you’re looking for by searching our Support Center, 'Submit a Request' through the Support Center for assistance from our awesome, Technical Support Team!
o Sign into the Support Center/OnBoard
o Click the green, ‘Submit New Request’ button
o Fill out the appropriate fields and be as detailed as possible
Tips for Getting the Best Support
- Fill out as many ticket details as possible
o Brief subject and description of what the question or issue is
o Set the Priority!
o Attach screenshots of error (if applicable) or area in question to the ticket
As you fill out the ticket subject, Suggested Articles will begin appearing based off of words typed in the subject. You may find the answer you’re looking for without even opening a ticket! ‘Thumb Up’ the article if your question was answered or leave a comment on the article.
Check your Support Request Status
The current state of your Support Request can be viewed at any time through the Support Center!
o Sign in to the Support Center with your OnBoard ID
o Select ‘My Activities’ from the User Profile drop down (in the upper right hand corner)
o Requests tab
From here you can review your ticket status, add comments, or choose to close the ticket.
Close the ticket request by typing a reply. The "Please consider this request solved" check box will then appear and may be selected. After entering a reply and checking the solved request box, click "Add reply" to finish closing the request.
Once again, you will receive a notification of the ticket closure and can reply to the email to re-open the request, if needed.