The Passport Portal now includes a fully integrated support experience that allows you to find answers, submit requests, and track your tickets all in one place. This unified design removes the need to visit a separate support center or rely on long email threads. Everything you need is available directly within the Portal.
When you contact Support, you will be guided through a conversational flow that helps us understand your request quickly and accurately. This reduces back-and-forth and shortens the time it takes to resolve your issue.
This article explains how to use the Support Messenger, where to find Help Center content, how to track your tickets, and what to do if you do not have access to submit support requests.
Finding the Support Messenger in Passport's Portal
Before you begin, it’s important to know where the Support Messenger is located. The Messenger icon appears in the lower-right corner of Passport's portal and serves as your entry point for searching help articles, submitting support requests, and viewing your ticket history.
Below is an example of where you can find the Messenger icon:
Messenger Overview
The Messenger is your central hub for all support activity within the Passport Portal. You can start a request, search for help articles, and view your open and resolved conversations without leaving the platform.
Messenger Homepage
When you open the Messenger, you will see a streamlined homepage that guides you to the right action quickly.
From the homepage, you can:
Browse your open conversations and check for new updates
Search for help articles
Start a new request or report an issue
Access quick forms for common support needs
Help Section
The Help section provides immediate, self-service support through our built-in Help Center. Type any keyword or question into the search bar to instantly view relevant knowledge articles.
Use the Help section to:
Search for step-by-step instructions or troubleshooting guidance
Find answers without waiting for a support response
Resolve common questions at any time
Submitting a Request
When you start a new support request, you will enter a guided, conversational experience. This chat-style flow helps you describe your issue in your own words while the system collects key details.
During the conversation, you may see:
Prompts asking for helpful context
Dynamic questions that adjust based on your responses
Suggestions or options related to your issue
This format helps our team route your request quickly and accurately.
Tickets Section
If your request requires assistance from the Support team, it will be converted into a ticket. You can view and track all of your tickets in the Tickets section of the Messenger.
In this section, you can:
View all open and resolved tickets
See the current status of each ticket
Open a ticket to review details or respond
Follow the full conversation thread linked to the ticket
All communication continues within the Messenger for convenience. You will also receive email notifications when there is a new message on your ticket.
Role-Based Access to Support
Submitting support requests is controlled by role-based permissions in the Passport Portal. Only users with the appropriate permissions will see the option to contact Support.
If you log in and do not see the option to submit a request, your role likely does not include support access. In this case, contact the administrator of your organization’s Passport account to request the necessary permissions.
If you do not have the required permissions, your Messenger tab will appear as shown below and will not include the Contact Support button.
With permission:
Without permission:
Are you an administrator looking to manage access for your team?
If you want to control who in your organization can submit support requests through the Messenger, visit our administrator guide here.