How To: Use the Support Portal for Training Requests

How To: Use the Support Portal for Training Requests

 

The training team has moved to the support portal to track requests! Instead of emailing university@sailpoint.com, you can create requests by using our forms. Using the support portal allows us to better track and serve your requests.

  1. To get started, go to the Support tab in Compass and click on Working With Support.

  2. Under the How to Get Help section located in the right-hand corner, select Log a Support Ticket to access the Support Portal.

 

Create a Training Request

  1. Create a ticket by clicking on Submit a request from the landing page.  

Tutorial Screenshot #4.png

 

  1. On the "Submit a request" screen, select Education Services.

Tutorial Screenshot #1.png

 

  1. Select the most appropriate request type from the Education Services Request Type dropdown. For example, if the problem is related to logging into Identity University, select “Identity University Account Issues."

Tutorial Screenshot #2.png

 

  1. Fill out the form for your request and include all relevant details and hit submit to create your request!

 

View a Ticket

  1. View open tickets by clicking on My activities from the drop-down menu.

Tutorial Screenshot #3.png

 

  1. 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.

Tutorial Screenshot #4.png

 

Update a Ticket

  1. Reply to a request by selecting the appropriate ticket.

Tutorial Screenshot #5.png

 

  1. Click on Add to conversation. 

Tutorial Screenshot #6.png

 

  1. Type in your response and click Submit

Tutorial Screenshot #7.png

 

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. 

Comments

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? 

@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.

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Last update:
‎Jul 21, 2022 06:32 PM
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