Use the SailPoint Support Portal to open Services and Support tickets.
The support portal now allows you to:
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.
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!
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 If your email is out of date, please contact compass-help@sailpoint.com to update your email before following these steps.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.
Use Search to look for knowledge base articles based on some commonly asked questions.
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.
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.
Reply to a request by selecting the appropriate ticket.
Click on Add to conversation.
Type in your response and click Submit.
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.
You enroll for the support portal using the email that is that associated with your Compass account. The password will be whatever you set it to while enrolling. This password will not automatically be the same as your Compass password. These are two different logins. If you get locked out or run into problems resetting your password for the support portal, please contact support-help@sailpoint.com.
To update your email, send a message to compass-help@sailpoint.com.
All you need is an active Compass account in order to access the support portal.
Your organization may not have Elevated Access enabled. If you should have Elevated Access, please contact support@sailpoint.com.
Elevated Access allows users to see any ticket opened by any other user in their organization. This is a powerful permission that can be requested by the appropriate person from your organization, like a manager, supervisor or director. Elevated Access can be granted at the individual or organizational level. If you are interested in enabling this feature, send your questions to support@sailpoint.com.
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support-help@sailpoint.com
Read How To: Use the Support Knowledge Base to learn more about utilizing the knowledge base in the Support Portal.