Learnsoft Support Portal FAQ

Answers to some of your questions about the new Learnsoft support portal

Q: We need another colleague to have access to the ticketing system; how do we add them? 

A: Just submit a ticket with their name, email address, title, phone number and we will get them added. They'll receive an email to verify their account and then they'll be all set. You should feel free to point them at the Support Portal Guide to help them get started. 

Q: Can we see our entire ticket history? 
A: We're bringing over tickets that are in an open status in our current helpdesk platform. You and other members of your organization will have access to those tickets and any created moving forward. If you have questions about past tickets, feel free to ask and we can consult our archive. 

Q: Why don't I see any tickets? 
A: We're bringing over tickets that are in an open status in our current helpdesk platform. You should begin to see those tickets and receive an email notification for each one as they are added to the portal. 

Q: Can we have a distribution list copied when we create a ticket so our entire team gets all the updates? 

A: Tickets are usually tied to a single contact, but we've set up the ability for you to see tickets submitted from your organization. We are interested in testing some automations that would allow us to add your distribution address to tickets; if you're willing to be a beta tester of this, let us know!

Q: What if I oversee a multi-tenant instance; can I see all tickets from all organizations? 

A: It depends on how we have your account configured, but if you want access to see all tickets across tenants, let us know and we'll work with you to set this up. 

Q: Why can't I see as many fields on my tickets as I could with the old system? 

A: This is a current limitation of our new system, but one we're hoping will evolve over time.