Customer Support Portal

Access

User Access is managed via the Contentstack platform

• Navigate to the support portal site
• Select the correct data center (don’t worry, if you make a mistake you can always select to switch)
• Select the organization you need support for

Navigating Within the Portal:

• To manage your cases, select the “Cases” tab – you will see 4 different case tabs (excludes Feature/Enhancement requests)
  • All Open Cases - shows cases open across your organization
  • All Closed Cases - shows all cases across your organization closed in the last 6 months
  • My Open Cases - shows your open cases for the organization
  • My Closed Cases - shows your cases closed in the last 6 months for the organization
• You can create a new support case from the “Cases” tab by selecting the “Create New Case”

Actions in Cases:

• Within a case, you case easily manage communication in the Case Activity feed
  • View older activity including emails and comments to and from the support team
  • Post a comment
    • You can also thread a reply to a previous post
• In the Case Details, you can view case information and update the “Impact” field when applicable
• You can request to close a case using the “Request Closure” button

Switching Organizations:

• If you have access to multiple Contentstack organizations and don’t see a support case when you login, it may be linked to another organization
• Select the Switch Organization button in top left
  • Confirm current logged in org and select to switch orgs
• From the main login page, select the correct data center, then select the correct org from the list
  • If this is your first time accessing the org, you will be asked to authorize the support portal for that organization