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Ask your company for support

Use this journey to ask your company's support team for help from inside Portal and to follow the replies. A request can be about a specific process (an access link) or about anything else.

Before you start​

  • You are signed in. Any profile with access to Portal can open support requests; no administrator profile is needed.
  • Support appears in the Portal menu. It appears only where support requests are reachable for your company.
  • Your company has support requests turned on. If it has not, Support opens a page that says Support requests are not available for your organization yet. Ask your company administrator.

Steps​

Open a request​

  1. Select Support in the Portal menu. The My support requests page lists the requests you opened, with their status and the date of the last update. With none yet, it says You have not opened any requests yet.
  2. Select New request. The New support request page opens.
  3. Fill in:
    • Subject — required.
    • Process reference (optional) — the number of the process the request is about. Leave it empty if the request is not about a specific process. From a link's details page, Request support about this process opens this page with the field already filled; see Follow up an access link.
    • Category — shown only when your company set up categories; it may be required.
    • Description — required. Do not include passwords or document numbers.
  4. Select Send request. The request opens on its own page, with its reference (for example Request P-1) and status Open.

If the page says New requests are not available for your organization right now. You can still follow your existing requests., your company has paused new requests. The requests you already opened stay listed and you can still reply to them.

Follow a request and reply​

  1. On My support requests, select a request.
  2. Read Status, Opened and Last update, and the Conversation. Until the support team answers, it shows No replies yet.
  3. To add information, type in Your reply and select Send reply.

A request the support team marked as Resolved reopens when you reply. A Closed request cannot receive replies; open a new request instead.

What happens next​

Your company's support team receives the request and answers in the conversation. The status moves through Open, In progress, Waiting for your reply, Resolved and Closed.

Content status​

Observed in DEV on 2026-10-18 by a company administrator of a synthetic company, inside the Cogneris Platform and on Portal's own address (Portal interface 542dc84, support service 3345d31): the list empty and with requests, a new request sent, its page with No replies yet., and the page shown when new requests are paused. Not observed: a reply from the support team as seen by you, and Category, which the synthetic company did not set up (described from the Portal interface source).

Last reviewed 2026-10-18 · Version 0.1.0 · Owner: product-documentation