Navigating the Support Portal

This article will guide you through navigating the Support Portal

Home page

The home page of the Support Portal allows you to search the knowledge base, browse available articles, submit a new request, view all existing requests (open or resolved), amend your profile or change your password.

Submitting a request

To submit a request, simply click on the "Submit a request" box on the home page or the link next to the profile drop-down in the top right-hand corner and select the product line and use case that best describes the reason you would like to get in touch.

You can also submit a request by emailing support@crownpeak.com. However, as a best practice, we recommend using the Support Portal whenever possible as the ticket forms will ensure we capture all the details necessary to begin work on your request as soon as possible; more information on that can be found here.

Searching the knowledge base

Not sure which category contains the information you are looking for? Simply enter your query into the search box and we will show the most relevant articles. If you can't find what you are looking for, you can submit the question, and a member of the Support team will get back to you as soon as possible.

Browsing available articles

For ease of use we have grouped articles by product line. Within each product category there will be a number of sections where we have further grouped relevant topics together. Each topic generally contains one or more getting started articles and a number of how-to articles.

Over time we will also be adding scenario-based troubleshooting guides. If there are troubleshooting guides that would be valuable to you, let us know in the comment section.

You can follow any section in the support portal and this will alert you via when new articles are added to it.

You can manage your followed sections and articles in the "Following" tab in the "My activities" section.

Request, activities, profile and changing your password

In the top right of the Support Portal is displayed your user name. Clicking on it will allow you to browse your request, activities, view your profile, change your password or sign out of the Support Portal.

Requests

As the name implies, the "Request" section is where you can see all your request logged with the Crownpeak Support team. Here you will be able to see all your requests, past and present, including any that you are CC'd on and all requests raised by others in your organisation. You can filter the list of the requests by status so you only see the request you want to see.

You can also follow your organisation which will notify you each time a new request is raised. This is not enabled by default.

Activities

This sections is divided into two parts, Contributions and Following.

In the contribution section, you can see all the comments you've made on posts, other community comments and articles. In the "Following" section you can see and manage the list of sections and articles you follow. You can also filter it by content type if necessary.

Profile

Here you can amend your personal details and add a profile picture. We recommend adding a contact number so that we can contact you by phone if necessary.

Changing password

You are able to change your Support Portal password by clicking the relevant link in the profile drop-down.