Welcome to the Customer Support Ticketing & Knowledge Hub

The Customer Support Ticketing & Knowledge Hub is designed to provide a seamless, centralized support experience. From this portal, support tickets can be submitted, tracked, and updated. Additionally, self-service resources are available through the integrated Knowledge Base.

Key Benefits of the Hub

• Self-service access to helpful articles and guides

• Centralized ticket management with full visibility into ticket status

• Real-time collaboration between customers and the Support Team

• Ability to upload supporting documents and screenshots directly to tickets

• Streamlined documentation for efficient communication

Portal Account Activation & Access

All registered contacts will receive an activation email with a link to set a password and activate their support portal account.

• Portal Access: https://help.portpro.io/

• Click Login to access the portal.

Click 'Forgot your password' to reset your password. If an activation email was not received, please contact Customer Support via chat or by emailing support@portpro.io.

Submit a New Ticket

Support requests can be submitted in two ways:

• By emailing support@portpro.io

• Directly through the Customer Support Portal

To submit through the portal:

1. Click the Submit a Ticket button.

2. Complete the form with the subject, description, and contact information.

3. Attach relevant files or screenshots as needed.

4. Click Submit. The ticket will be created and routed to the appropriate support team.
   
   

Upon submission, users are directed to their private ticket page to track progress, provide replies, or add notes. Relevant articles may also be suggested automatically based on the ticket subject.

Track Ticket Status

After logging in, submitted tickets can be viewed and managed by navigating to the Tickets section.

Available filters:

• Submission Date (Created Date)

• Ticket Status

• Resolved Date

• Request Type (Incident, Task, Question, Feature)
  

Ticket details include:

• Ticket ID

• Current Status

• Assigned Support Agent

• Submission Date

• Subject and Type

• Full history of communications and updates
  
  

Within each ticket:

• View conversation threads

• Reply and add additional details

• Upload documents or screen captures

• Add additional recipients to receive updates

• Close the ticket, if applicable

Update a Ticket:

To follow up or provide additional information on an existing ticket:

1. Open the ticket from the Tickets section.

2. Use the reply box to enter an update or question.

3. Select Insert or Attach to include relevant files.

4. The Support Team will be notified and will respond accordingly.

Ticket Statuses

All Tickets – Displays all tickets associated with the contact's registered email.

General Support Ticket Statuses:

• Submitted – Default status for new tickets. A support agent has been assigned.

• Under Review – A support agent is reviewing the inquiry. Additional questions may be asked before next steps are determined.

• Working on It – The ticket has been escalated for further investigation by the Product Team.

• Testing Solution – A resolution has been provided and is undergoing Quality Control testing.

• Almost Done – Testing is complete. A support update will follow shortly.

• Resolved? (Awaiting Feedback) – A solution has been provided and confirmation is pending from the ticket contact.

• Resolved / Closed

  • Resolved – Solution confirmed by the contact.

  • Marked Resolved – Awaiting Reply – A solution was provided, but no confirmation has been received.

  • Closed – The ticket is no longer being actively worked.

Tickets may be reopened by submitting a reply.

Feature Request Ticket Statuses

Certain tickets may be categorized as Feature Requests. These statuses apply specifically to enhancement requests:

• Feature Requested – The request is being reviewed with the requester to gather further details and operational needs. A Customer Success or Onboarding Manager may follow up.

• Feature Submitted – The request has been documented and submitted to the Product Team for consideration on the roadmap.

Feature requests marked as "Feature Submitted" are under review by the Product Team. If accepted, the status will change to "Working on It". For updates, please reach out to the assigned Customer Success or Onboarding Manager.

Search the Knowledge Base

The integrated Knowledge Base supports self-service learning with searchable articles and categorized content.

• Use the Search Bar to locate topics or keywords

• Browse by category to find guides, FAQs, and troubleshooting resources

• Articles are updated regularly to reflect the latest product features and best practices

Updating Profile Information

1. Click the Profile icon in the upper-right corner

2. Select My Profile

3. The following fields can be updated:

   • Name

   • Password

   • Profile Photo

4. Select Save Changes to apply updates

For additional support or access issues, contact Customer Support via PortPro Chat or emailing support@portpro.io.