How To: Use the Support Portal for Training Requests
The training team is moving to the support portal to track requests! Instead of emailing training@sailpoint.com, registrar@sailpoint.com, certification@sailpoint.com, or university@sailpoint.com, you can create requests by using our forms. Using the support portal allows us to better track and serve your requests.
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To get started, go to the Services and Support tab in Compass and click on Support Portal.
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If you have never logged into the portal you will be prompted to create a new password to log in.
- Click on the Create a New Password link, enter the email associated with your Compass account, and click Submit. 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 If your email is out of date, please contact compass-help@sailpoint.com to update your email before following these steps.
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Create a Training Request
- Create a ticket by clicking on Submit a request from the landing page.
- On the "Submit a request" screen, select Training Request.
- Select the most appropriate request type from the Training Request Type dropdown. For example, if the problem is related to logging into Identity University, select “Identity University Account Issues."
- Fill out the form for your request and include all relevant details and hit submit to create your request!
View a Ticket
- 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) and requests that you are CC'd on.
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.
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What is the eta for Support responses? Is there an option to escalate a submitted request or a phone number to call for immediate assistance?
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@mcarvalho - You can learn more about contacting support on the Contact Support page. If you have any questions about Support, please use the alias listed above, support-help@sailpoint.com.