Support Portal User Guide

We’re excited to welcome you to our Support Portal!

Our centralized platform enables you to efficiently locate answers, explore valuable resources, and communicate with our support team as needed.

Whether you are resolving an issue, seeking instructional guides, or submitting a support request, the portal is designed to streamline and expedite the process.

This video provides a comprehensive overview of how to utilize the Structured Support Portal effectively to access resources and engage with the support team. It emphasizes essential features such as the Knowledge Base, support requests, and live chat options to facilitate seamless assistance.
 

 

1. Welcome And Video Overview

In the video we have shared above, we guide you through our Support Portal so you can easily get the help you need.

 

2. Support Portal Introduction

Let's take a closer look at the Structured Support Portal. Whether you're searching for answers on your own or want to connect with our Support Team, we've got everything covered for you. 

To access our Support Portal, go to structuredsupport.zendesk.com

 

3. Portal Login Instructions

When you arrive, you will be on the main home page of our portal. In order to see all that our portal has to offer you, please log in to the Portal.

 

4. Sign In Process Details

To do this, click the button in the upper right corner of the portal.

 

5. Logging in to the Portal

To do this, just enter your email address and password. Then, click the button.

 

6. Home Page Access Requirements

Once you are successfully logged in, you will be taken to the home page. It is important to note that you need to be logged in to see all our Knowledge Base articles. Here, you'll find helpful resources including How-To Guides, Tutorial videos and current training programs available 24/7.

 

7. Knowledge Base Overview

Whether you're fixing an issue or learning about a feature, our robust Knowledge Base is the perfect place to start. Our Knowledge Base is packed with step-by-step articles, FAQs, and best practices written by our expert team!

 

8. Using Search Bar Effectively

Before submitting a ticket to support, try using the built-in search to find answers right away. We’ve added a growing library of articles covering:

• Common troubleshooting steps

• Product walkthroughs

• FAQs and best practices

Quickly find what you need by using the search bar and type keywords such as "campaign", "creating content", or "email deliverability". The system will show you the most relevant articles. 

From the dropdown list, pick the article you want to view and inside, you'll see clear instructions, screenshots, and tips to help you solve your issue.

Prefer to explore by topic? Head to the Knowledge Base section where articles are organized into categories for easy navigation.

For example:

• Learn About Structured

• Knowledge & Training for Vendors and Partners

• Updates & Announcements

Each article includes screenshots, step-by-step instructions, and tips to help you solve your issue. 

9. Request Submission Steps

Need more help? No problem!

You can easily submit a support request or chat with us. To send a new support request to the support team, click the option in the upper right corner.  

Then, simply choose the type of form you'd like to submit and then fill out the form with as many details as you can. Attach any screenshots or files that may help us understand your issue better. Pick the right category for your request and click Submit.

Learn How to Submit a Support Request to the Support Team

 

Tracking Your Support Tickets

View Ticket Status

Method 1: Through the Portal

1. Log into the support portal
2. Click "My Requests" in the navigation menu
3. You'll see a list of all your submitted tickets with their current status

Method 2: Through Email

• All ticket updates are automatically sent to your email
• Reply directly to the email to add information to your ticket
• Your response will be added to the ticket conversation

Responding to Support Agent Updates

When a support agent responds to your ticket:

1. You'll receive an email notification
2. Click the link in the email to view the full response in the portal
3. To respond:
   • Reply directly to the email, OR
   • Log into the portal and add a comment to the ticket

Important: It is best to keep all communication within the ticket thread. This ensures all information stays organized and accessible to the support team.

Providing Additional Information

If the support agent requests more information:

1. Open the ticket in the portal or reply to the email
2. Provide the requested details clearly and completely
3. Attach any additional screenshots or files if needed
4. Click "Submit" or send your email reply

Quick response times help resolve your issue faster!

9. Ticket Confirmation Email

After you submit, you'll get an email confirming we've received your ticket.

If you’ve submitted a support request, you can log in at any time to check its status.

Go to the "Requests" section to:

• View all your open and past tickets

• See responses from the support team

• Add comments or updates to your request

 

10. Live Chat Availability

Want to get in touch with an experienced support agent? No problem. You can also chat with us live. To start a new chat, click the chat bubble in the lower left-hand corner. 

Our agents are available 24-5 and are looking forward to assisting you. Simply enter your name, email address, and a brief description of your issue and click Submit. This will start the live chat with the team!

Whether you're exploring articles or reaching out to us directly, our support portal and the Structured Team are here to help you every step of the way. We look forward to assisting you. 

We look forward to supporting you! 
 

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Why Use the Support Portal?

• Faster resolutions: Search for answers before waiting for a response!

• 24/7 access: Help is available whenever you need it!

• Better visibility: Keep track of your requests in one place!

• More control: Add updates, attach files, and close resolved issues directly!
   

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Thank you for being a valued customer!
We look forward to helping you get the most out of your experience.