Improvements to Customer Support Portal

Modified on Wed, 19 Apr 2023 at 01:57 PM

Overview

The Passport Support Team is excited to share recent improvements to our Customer Support Portal ticketing system!

You will notice an improved response time, easy access to our knowledge base and marketing resources, and seamless interaction with your support requests.

Make sure you bookmark the page so you can quickly connect with our support team in the future!

Benefits

The Customer Support Portal provides a one-stop shop where you can engage with Passport’s Support Services team for software release notes, how-to and knowledge base (KB) articles, and more. Most importantly, we’re unveiling our new Support Case submission workflows!

In an effort to serve our customers as quickly and efficiently as possible, we’ve created a simple intake form for you to use when requesting assistance from Support. Whether you are seeking additional training, need assistance in configuring something, or need to report something not working properly, the Support intake workflow can quickly guide you through that submission. 

This new workflow will benefit you and your operations in the following ways:

  • Quick categorization of data, helping to get the items you seek assistance with in the right hands

  • Reduction of manual work, leading to more effective responses

  • Better understanding of your specific needs

  • Improved solution design and delivery from the request data captured

In the coming weeks, you’ll notice that our Support responses will begin referencing knowledge base (KB) and how-to articles from the Customer Support Portal in an effort to share information available that may be helpful. Additionally, you’ll notice our training and other communications refer to the Customer Support Portal as the primary and preferred way to engage our Support Services. 

This update is part of our ongoing effort to provide you with great service. We will share more innovative updates with you in the coming months. In the meantime, be sure to bookmark the Customer Support Portal and keep an eye out for future updates.

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