Welcome to New Passageways Support Center & Community!
Passageways is excited to welcome you to our new Employee Portal Support Center and Community! As previously announced, we are replacing our old Passageways Support Center with the new Support Center. We’re eager to provide our customers a streamlined, online destination for 24/7 support to help answer all questions and provide beneficial tips.
Support Center Features:
- End User Ticket Management is Back! After signing in to the Support Center, you will be able to:
- View your Recent Activities
- Open Support Tickets
- View your, or your Organization’s, Tickets
- Make Comments or Add Recordings to Tickets
- Close your own Tickets
- You also have quick access to materials that don't require a Support Center sign in:
- Training Materials
- Release Information
- Self-Help Solutions & Tips
- News & Announcements
How does this change affect how I get help from Passageways Technical Support?
You can still send direct emails to firstname.lastname@example.org to automatically open a new support request in our help desk. Tech Support may also be reached directly by phone, by dialing 765-535-1880 opt.1.
How do I create a Support Center account?
The Support Center uses the same account as your Passageways OnBoard ID. This means you can access OnBoard, the OnBoard Help Center, and the Passageways Support Center all with one account!
The Support Center can be accessed by clicking this link: https://support.passageways.com.
- Click the Sign in Button and you will be directed to the OnBoard Logon Window
- Create an OnBoardID & Activate your account
NOTE: Some customers may already have an OnBoard ID that can be used to login. You do not need to create 2 accounts!
- Log in to Support Center with your newly created OnBoard ID
That’s it! If you’ve followed the steps above, you are now a member of the Employee Portal Support Center!
How do I view or create tickets from the Support Center?
This article walks through creating an account, opening a ticket, viewing tickets, adding comments and screencasts to tickets, and how to close a ticket. Note, that you must be signed in to create or update tickets.
What if I also use the OnBoard Help Center?
Users will still have the ability to open tickets within each Center or by emailing email@example.com or firstname.lastname@example.org. We have created simple navigation buttons so you can easily move between the two.
Why are there two Help Centers?
We decided to separate the content in to two Help Centers for increased article visibility and easier searching. Tickets regarding OnBoard will remain in the OnBoard Help Center. We have made navigating between Help Centers simplified by adding a button in the header of each help center.
Passageways Community is Back!
With our new Support Center, we will also be rolling out our new Community, located within the Support Center! We are excited to get our customers engaged in conversations that undoubtedly improve our products, as well as the way our customers utilize our products! The best content always comes from the customer! Let’s get the conversations going!
If you have any questions or concerns, please don’t hesitate to contact Passageways Technical Support by email or phone at, 765-535-1880 opt.1