Support Portal/FAQ

Welcome to the NEW Therefore™ Support Portal!

Therefore's new support portal revolutionizes the way you can get help from our technical experts. The portal features:

  • New ticket creation by form
  • Full visibility of all your tickets and their current status
  • Access to knowledge base articles (previously known as FAQ)
  • Single sign-on with your Extranet account. No other account needed!

To help familiarize yourself with the platform, check out these short videos to learn how to:

 

OTHER FAQs

Can we still submit tickets by email?

Tickets can still be submitted by sending an email to This email address is being protected from spambots. You need JavaScript enabled to view it.. These emails go into the same queue as tickets opened by form in the portal, but are always set to Medium Priority by default. However, we encourage submitting tickets by form due to the many advantages the Support Portal offers:

  • Opening a ticket by step-through form
  • Being able to view ticket status at any time
  • Faster and more direct communication

 

What are the benefits of submitting a ticket by form?

Going forward, we recommend opening tickets by form instead of email. The advantages include:

  • Submitter can select their own priority 
  • All information needed by the support team is collected during submission without needing to go back and forth to collect additional information not included in the first submission
  • Leads to faster response times and more informative/useful communication between the ticket submitter and the responding agent

 

How do I submit tickets to the pre-sales or customer service teams?

Submit any questions you may have to This email address is being protected from spambots. You need JavaScript enabled to view it. and This email address is being protected from spambots. You need JavaScript enabled to view it., as before.

 

Are tickets from the previous support portal visible in the new support portal?

Tickets opened with the previous system will only be visible in the new system if the ticket was still open/active as of 15 August 2020. Tickets closed prior to that date will not be visible/searchable in the new system, but are still searchable/available in the previous system.

 

What do the different priority levels mean?

Urgent: Issue(s) affecting productivity for all users;  system operation not possible

High: Issue(s) affecting productivity for some users; partial system operation still possible

Medium: Issue(s) affecting productivity for some users; normal system operation still possible

Low: Issue(s) NOT affecting productivity;  normal system operation still possible