- The new SailPoint Support Portal is here!
- Access the SailPoint Support Portal
- How to navigate the portal
- Create a Ticket
- View Tickets
- Update a Ticket
- Need help with the Support Portal?
- FAQ
- Why can't I see the Services and Support tab?
- Are my credentials different for the SailPoint Support Portal?
- If I change my email, do I need to change it in Compass and in the SailPoint Support Portal?
- Do I need special permissions to access the support portal?
- Why can't I see my organization's tickets?
- What is Elevated Access?
- Why am getting the error "sailpointsupport.zendesk.com refused to connect" when I try to sign in to ...
- Who do I contact if I have any problems submitting a request or viewing my activities?
- How do I use the Support Knowledge Base?
The new SailPoint Support Portal is here!
Use the SailPoint Support Portal to open Services and Support tickets.
The support portal now allows you to:
- View and attach ticket attachments up to 20MB
- Search and filter your tickets
- Close your tickets
- CC others on your support ticket requests
- Receive attachments from SailPoint Support up to 20MB
Before you access the new SailPoint Support Portal, please verify that your email in Compass is accurate and up to date. If you need to update your email, contact compass-help@sailpoint.com.
Access the SailPoint Support Portal
Under the Services and Support tab in the main menu click on Support Portal to view the portal redirect page. Reminder, the portal can be used to create services and support tickets!
The redirect page will temporarily guide users to the support portal. After it’s removed, users will automatically go to the portal when clicking on Support Portal from the menu.
When accessing the portal for the first time, follow the steps on this page to create a new password and log into the portal.
Click on the Create a New Password link and enter in the email that is associated with your Compass account. You will not be able to access the portal if you try to use a different email. If your email is out of date, please contact compass-help@sailpoint.com to update your email before following these steps.
Click Submit after entering your email.
You can access the portal through the link in your confirmation email (after following the step above) or by clicking on Log in to the Support Portal now on the redirect page.
Reminder, the redirect page is a temporary page to help on-board users to the new SailPoint Support Portal. This page will eventually be removed and users will automatically go to the Support Portal when they click on that link from the main menu.
How to navigate the portal
Use Search to look for knowledge base articles based on some commonly asked questions.
Create a Ticket
Create a ticket by clicking on Submit a request from the landing page.
On the "Submit a request" screen, select an option from the drop down menu and fill out the form. You may add attachments under 20 MB. If your file exceeds 20 MB please use the file upload tool after you have submitted a request.
View Tickets
View open tickets by clicking on My Activities from the drop down menu.
On the "My requests" screen you can sort tickets using the following under Status: Open, Awaiting your reply, and Solved. You can also Search requests to locate a ticket. On this screen you can view your requests (your tickets), requests that you are CC'd on and if you have elevated access you will see additional tab for your organization's tickets.
Update a Ticket
Reply to a request by selecting the appropriate ticket.
Click on Add to conversation.
Type in your response and click Submit.
Need help with the Support Portal?
Contact support-help@sailpoint.com if you encounter any problems or have questions about using the SailPoint Support Portal.
Learn more about Working with Services and Working with Support.
FAQ
Why can't I see the Services and Support tab?
