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 Support Center!
Creating a Support Center Account
In order to comment on an article or submit/review a support ticket, users must be signed in to the Support Center. 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 login used to access your organization(s).
1. If you do not have a login, you can use this link to create an account.
2. Fill out your profile information and then select 'Sign Up'.
4. Activation is required at this point. Check the email you just entered for the activation link.
5. Activate your account by clicking the link in the activation email.
6. Log in to OnBoard using your newly created account by entering a password and confirming, or choose an existing account to link.
Pro Tip:
If you are usually signed in to a Google or Windows Live account, you will want to consider linking your Passageways ID to one of these accounts for ease of access. For example, if you are signed in to Gmail and have your Passageways 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.
Opening a Support Ticket Request
If you don’t find the answer you’re looking for by searching our Support Center, reach out to us by using the "Help" button, located in the lower left hand corner of the center.
Start typing your question or issue and you will see a list of articles begin populating with relevant content
Pro Tip:
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.
If you don't find what you're looking for in the suggested article list, please continue on and click the "Contact us" button.
Fill out as many ticket details as possible
Brief subject and description of what the question or issue is
Set the Priority!
Attach screenshots of error (if applicable) or area in question to the ticket (up to 5 attachments)
Check your Support Request Status
The current state of your Support Request can be viewed at any time through the Support Center.
Important! Please make sure to use Microsoft Edge to view your support requests.
o Sign in to the Support Center using 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.
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