It’s been a busy month here at Sense!
Many of you have asked for more visibility into your Support tickets, both current and historic, and we’re very excited to finally share our new Customer Support Portal. Rather than deal with cumbersome email clients and remembering ticket numbers, now you can create tickets, reply to existing tickets, and see previous tickets all in one place. We’re very happy about this update and hope you will be too. Wrapped up in the new Customer Support Portal is another update that many of you have asked for: the ability to permanently give us permission to review your data.
Accessing the Customer Support Portal
After you’ve logged in at help.sense.com, the Customer Support Portal is accessible via the main nav bar. In the top right corner, you should see the ‘My Help Portal’. Click your username and then ‘My Requests’ to access the Customer Support Portal. You should now see the ‘Requests’ page, where you can view all of your active and historic requests, as well as any requests that you’ve been CC’d on. In addition, you can search within your requests and filter any results by request status.
Managing Your Tickets
Clicking on a ticket will bring you to a new page that shows some details about the ticket, such as the ticket number, the date and time it was created, and the ticket’s status. If the status is ‘Open’ or ‘Awaiting Your Reply’, you will be able to reply to the ticket from this page, as well as submit attachments. If the ticket is ‘Solved’, you will no longer be able to reply, but you have the option of reopening the ticket.
Creating a New Ticket
As always, we love feedback. Let us know how you’re liking the new Customer Support Portal!