I am unable to view the support portal from the menu.
Please contact us at firstname.lastname@example.org.
Why can't I open a support case in Horizon?
Horizon will be read only for 30 days after go-live. Support and/or Expert Services request can now be opened in this communty under Services > Create a Request.
Where are my open requests?
Open Support and/or Expert Services requests can be seen under Services > Review Requests.
I used to have Elevated Access, but I cannot view these cases in Compass.
To request elevated access, pelease open a support case requesting this access.
I am logged into Compass, but I cannot see cases opened prior to January 1, 2018.
Requests opened from January 1, 2018 - now have been migrated to Compass. If you would like a list of your past tickets, please contact your Customer Success Manager or Support.
How do I create a request on behalf of an end customer?
Navigate to Services > Create a Request
Select the type of request you would like to pen
Complete the request form and provide the customer name in the appropriate field
How do I respond to my requests?
You can respond via the email you received from our support system, or you can do the following:
Navigate to Services > Review Requests
Locate the ticket number you would like to respond to. Please note tickets are in the order in which they were last updated.
Scroll down to "Post a Comment"
I am unable to view the Customer Uploads widget under "Working With Support".
Please check that your browser or other security policies are not blocking iFrames or Box.com.
I'm receiving a series of errors when trying to submit a case.
There is a known issue with Internet Explorer 11's handling of the code on this page that will prevent a user from submitting a case. Please use another browser or contact us directly at email@example.com.