Customer Portal: Convenient way to track communications with Supermove Support

Overview

Customer Portal allows customers to keep track of all tickets submitted to Supermove Support from one single view/location. This includes all past and present tickets, statuses, thread history, and more. In this article, we will cover:

• Accessing the Customer Portal
• Navigating the Customer Portal

Note: If you're signed up for Supermove's Pro-Tier and are are interested in gaining access to view All Tickets Submitted from your Organization, please contact Supermove Support at [e-mail] to get this permission enabled

Accessing the Customer Portal

Creating a Login

1. Navigate to the Supermove Help Center and click Sign in

2. Select Get a password

3. Enter the Email Address you've used to communicate with Supermove Support and Submit

4. Close the window and navigate to your email address to create a Password

Viewing Tickets

1. Navigate to the Supermove Help Center and click Sign in

2. Click your Name in the upper right hand corner then select Requests 

Navigating the Customer Portal

Once logged in and from the Request page, you will see there are 3 levels at which you can view --

• My Requests: Tickets you've personally submitted to the Supermove Support Team
• Requests I'm CC'd on: Tickets you have been personally cc'd on to the Supermove Support Team, but you did not submit yourself
• [Pro-Tier] Organization requests: Tickets anyone in your organization has submitted to the Supermove Support Team

Important: It can take up to 4-8 hours for a new Ticket to appear under Requests, but please know the team is receiving it in real-time

Submitting a Request

1. Once logged in, select Submit a request near the upper right corner

2. Input all relevant information for the Subject and Description, then Submit

3. Navigate back to My requests to view what you submitted

Note: Tickets you submit from the portal directly will show within 3-5 minutes

Updating a Request

1. Once logged in, navigate to My Requests

2. Click on the Subject to access the relevant ticket

3. Select Add to conversation 

4. After inputting all relevant information click Submit

5. Alternatively if your issue is resolved or no longer relevant, you can proactively close the ticket by selecting Mark as solved

Ticket Statuses

Breakdown of the different statuses you will see for Requests

• Open: No response needed at the moment. You are waiting to hear back from the Support Team
• Awaiting your reply: Response needed. Support is waiting to hear back from you
• Solved: Ticket has been closed

Example of what this looks like: