Submitting a Ticket via Email vs. Portal

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• How to Track Your Ticket and Communicate with Support

  Once you submit a ticket: You’ll receive an email with your ticket number. Log into the portal anytime to see updates. Add comments or attachments directly in the portal. Replying to the email also updates your ticket automatically.

• Steps to Take Before Submitting a Ticket

  Clear cache/cookies. Restart your browser/device. Note any error messages. Collect screenshots.

• Common Causes of Email Deliverability Issues

  Misconfigured SPF/DKIM/DMARC records. Blocked IPs. Sending too many emails too quickly. Submit a ticket if clients report missing your emails.

• Troubleshooting Login Issues for the Employee Portal

  If you cannot log in: Double-check your username and password. Ensure Caps Lock is off. Try resetting your password. Clear your browser cache/cookies and try again. Still having issues? Submit a ticket with a screenshot of the error message.

• Understanding Ticket Statuses: Open, In Progress, Resolved

  Open – Your ticket has been received and is awaiting assignment. In Progress – A support agent is actively working on your request. Resolved – The ticket has been completed. You can reopen if needed.