What can't I see the Services tab or an option to Create a Request?
Your permissions may be incorrect. Please email us at firstname.lastname@example.org.
Do I need special permissions to create a request?
All you need is an active Compass account in order to create a request.
Why can't I create a ticket?
Make sure you are using Compass to create and review requests. Horizon is no longer active. Confirm that you are not using Internet Explorer. If you do not see the Services Tab or the option to Create a Request, your permissions may be incorrect. Contact us at email@example.com to troubleshoot.
Why can't I see My Org tickets?
Your organization may not have Elevated Access enabled. If you had Elevated Access in Horizon, but not in Compass, please request for it to be re-enabled at firstname.lastname@example.org.
What is Elevated Access?
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 email@example.com.
What happened to Horizon?
Horizon is no longer active. Services and Support are handled in Compass now.
Why can't I 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.
Who do I contact if I have any problems creating or reviewing requests?