Objective
Learn how to open a ticket online for help from Outreach Support through our Support Portal help request system, easily accessible to every seated user in Outreach.
The Outreach Support Portal is designed to provide Outreach Users and Admins with information and direction on common and advanced Outreach functions, as well as troubleshooting and resolving technical issues. However, if the information you find doesn't address your need, Outreach Support is here to help.
| *** IMPORTANT *** Please do not include any non-essential personal identifying information (PII), or any protected health information (PHI) in any communications you send to us. Although data in the system is encrypted, it is not intended to store or process any PII or PHI information. Please keep in mind that information shared within these tickets is triaged and routed to the appropriate parties. There is a possibility that information you include in a ticket may be read by parties in addition to the person to whom it is addressed. |
Applies To
- Outreach Users
- Outreach Admins
Before You Begin
- This article discusses the process for opening a help request ticket with Outreach Support via our Support Portal for technical troubleshooting. For information on adding seats in your Outreach org, refer to How To Request Additional Outreach Seats.
- Before contacting Support, we recommend you review our collection of common issue troubleshooting, which may provide a quick solution and will also help you have answers to typical support questions ready if you open a help ticket.
- For more information regarding contacting Support—including hours of operation, best practices, and additional contact options—refer to our Best Practices for Contacting Outreach Support.
Procedures
Open a Ticket via Web Request Form
- Log in to the Outreach Support Portal. (Learn how here.)
- At the top of any page, click Get Help.
- From the Please choose your issue below dropdown menu, select the appropriate option for your need.
- Support Inquiries - will route to our Technical Support team
- Billing Requests
- Add Seats
- Adjust Services
- Complete the request form as applicable. (Please submit only one issue per ticket for effective resolution.)
- Review suggested solutions along the righthand margin. Often, solutions are available without needing to wait for additional assistance!
- Click Submit.
- To track updates to you ticket, open your Requests page or watch your email for notifications.
CRITICAL INFORMATION TO ADD TO YOUR TICKET:
- Subject Line: Provide a clear, brief, summary in your subject line.
- Ticket Description: Provide a detailed description of the issue including when it started, which users are affected, and where in the product it is occurring.
- Troubleshooting Steps: Outline the troubleshooting steps performed prior to contacting support, and include screenshots or screen recordings if possible.
- Business Impact: Provide the impact level of the challenge you are experiencing.
- P1 Critical: Outreach Services are not functioning, causing mission-critical business operations to be non-operational. No workaround available.
- P2 High: Issue in the Outreach Services causing severely degraded performance, or critical functionality is unavailable. No workaround available.
- P3 Moderate: Outreach features are not functioning in accordance with documentation but major features are working correctly; most business operations continue. Workaround is available.
Issues logging into the Outreach Support Portal?If you encounter problems signing in to the Outreach Support Portal in order to submit or manage help request tickets, please do the following:
If you still cannot sign into the Support Portal after completing the above, please open a help request via one of the following:
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Additional Information
What to Check Before Contacting Outreach Support
How to Sign in to the Outreach Support Portal
How to Manage Technical Support Request Tickets
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