How to submit a request to the support team

It's easy to reach your company's support agents. There are a few ways to do this:

You can also track and update previously solved messages through your profile:

Using the User Portal

You can submit a ticket using the User Portal. Follow these steps:

  1. Go to the home page of your company's User Portal.
  2. Click Submit a Request at the top of the search bar. This will bring up a dialog box that will allow you to send a message to a support agent.
  3. Type in your subject and the issue in the message box.
    Tip: As you start typing in the message body, a list of suggested questions, ideas, problems and praise will appear. By clicking on the suggested link, a new window will appear with the discussion, so that you don't lose the message you've been working on.
  4. Add your attachments. File size limit is 20 MB (except for the Truly Free plan). There is no limit in number of attachments and combined size of these attachments.
  5. If you're not logged in, type your email. Agent's response will be sent there.
  6. Click Send

Using the Feedback Tab

The feedback tab (also known as the feedback widget), has the same tab above the search bar titled Submit a Request.

  1. Locate and click the feedback tab (if your company installed one on their website)
  2. Click Submit a Request in the window that pops up
  3. Type in the title, message body and add any attachments
  4. Click Send.

Using email

To create a new ticket using email, follow these steps:

  1. Open your email box or program
  2. Enter the email address of support. In many cases it will be support@company.helprace.com but check with the company you're trying to reach.
  3. Enter the subject and body of your message. Send your message.
  4. You can update an existing support request by simply replying to your email notification of a reply to your ticket, as shown below.

Tracking your requests

You can keep track of your support requests directly from your profile page in Helprace:

  1. Go to the home page of the User Portal and click on My Requests in the top right corner.

  2. You will see all of your messages you've ever submitted to the User Portal:
Request Description
All All requests ever submitted by you
Open Requests that are waiting for a response from the support agent
Answered Requests that are waiting for a response from you
Solved Tickets that you or your support agent considers as solved

Updating your requests

You can update your requests anytime in one of two ways:

  • By replying to an email with the ticket notification or agent response
  • From your profile page in the User Portal

If you wish to respond to requests from your profile page,

  1. Go to the home page of your User Portal and click on My Requests in the top right corner
  2. Pick a request from the list
  3. At the bottom of the conversation, type in your message
  4. Click Reply

Tip: If you're satisfied with the answer, check Please consider this request solved when replying. The staff member working on your ticket will see that your issue is resolved. 

Tip: You can re-open a Solved request by responding to it.

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