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Welcome to the Structured Support Portal!

How to Access and Use the Zendesk Support Portal

Krista Staples
  • Updated

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mainicon.png Overview

This guide will help you access the Structured Support Portal powered by Zendesk and submit support requests efficiently. 

Whether you're experiencing technical issues, need help with a feature, or have questions about your account, our support portal is your primary resource for assistance.

We look forward to assisting you!
 


mainicon.png Accessing the Support Portal


Direct Access Links

Main Support Portal: 

Direct Access to Our Support Portal

 

Contact Information: 

Learn How to Contact Structured

 

Portal User Guide: 

Learn How to Access and Use Zendesk Support


mainicon.png Step-by-Step: First-Time Access


Step 1: Navigate to the Portal

  1. Open your web browser.
  2. Enter the URL: https://structuredsupport.zendesk.com
  3. Press Enter to load the support portal homepage.


Step 2: Create Your Account or Sign In


For New Users:

  1. Click the "Sign In" or "Submit a Request" button in the top-right corner.
  2. Select "Sign Up" if you don't have an account yet.
  3. Enter your information:
    • Email address (use your business email associated with your Structured account)
    • Full name
    • Create a password (use a strong password with at least 8 characters)
  4. Click "Sign Up" to create your account.
  5. Check your email inbox for a verification email from Structured Support.
  6. Click the verification link in the email to activate your account.


For Returning Users:

  1. Click the "Sign In" button.
  2. Enter your email address and password.
  3. Click "Sign In"

Note: If your organization uses Single Sign-On (SSO), you may be automatically redirected to your company's authentication system. Follow your organization's standard login procedure.


Step 3: Explore the Support Portal Homepage

Once logged in, you'll see:

  • Knowledge Base Articles - Self-service help articles organized by category
  • Submit a Request button - Opens a support ticket form
  • My Activities - View your submitted tickets and their status
  • Search Bar - Quickly find relevant help articles

Welcome to the New Support Portal → Here’s How to Get Help Faster

 


mainicon.png How to Submit a Support Request


Step 1: Search for Existing Solutions First

Before submitting a new ticket, search the knowledge base to see if your question has already been answered:

  1. Use the Search Bar at the top of the portal
  2. Enter keywords related to your issue
  3. Review the suggested articles that appear
  4. Click on relevant articles to read the full solution


Why search first?

  • Get immediate answers without waiting for a response
  • Access step-by-step guides and tutorials
  • Find troubleshooting tips for common issues


Step 2: Submit a New Support Ticket

If you can't find a solution in the knowledge base:

  1. Click the "Submit a Request" button
  2. You'll be taken to the support ticket form dropdown


Step 3: Complete the Support Ticket Form

Fill out all required fields with detailed information:

Required Fields:

1. Request Type / Category

2. Subject Line

3. Description


What happened:

  • Describe the problem you're experiencing
  • When did it start happening?
  • Is it consistent or intermittent?

What you were trying to do:

  • Explain the task you were attempting
  • What is your expected outcome?

Steps to reproduce:

  • List the exact steps that lead to the issue
  • This helps support agents replicate and diagnose the problem

Error messages:

  • Copy and paste any error messages exactly as they appear
  • Include error codes if visible

Environment details:

  • Which browser are you using? (Chrome, Firefox, Safari, Edge)
  • What device? (Desktop, laptop, mobile)
  • Operating system? (Windows, Mac, iOS, Android)
     

4. Attachments (Optional but Helpful)

  • Click "Add file" or drag and drop files
  • Attach screenshots showing the issue
  • Include any relevant documents or error logs
  • Supported formats: PNG, JPG, PDF, TXT, CSV
  • Maximum file size: 20MB per file


Step 4: Submit Your Request

  1. Review all the information you've entered
  2. Ensure you've provided enough detail for the support team to understand your issue
  3. Click the "Submit" button at the bottom of the form
  4. You'll see a confirmation message with your ticket number


Step 5: Confirmation Email

Within a few minutes, you'll receive an automated email confirmation containing:

  • Your unique ticket number (e.g., #1234)
  • A summary of your request
  • A link to view your ticket status

Save this email - The ticket number is important for tracking and referencing your request.
 


mainicon.png 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!
 


mainicon.png Finding Contact Information

For direct contact options and alternative support channels, visit:
 

Contact Us!

 


mainicon.png Using the Knowledge Base


Browsing Articles by Category

  1. From the support portal homepage, scroll to view article categories
  2. Click on a category that matches your question area:
  3. Browse the list of articles within that category
  4. Click an article title to read the full content


Searching for Specific Topics

  1. Use the Search Bar at the top of any page
  2. Type keywords related to your question
  3. Press Enter to see search results
  4. Results are ranked by relevance
  5. Click on article titles to read full content


Article Features

Each knowledge base article includes:

  • Step-by-step instructions with detailed explanations
  • Screenshots and diagrams showing exactly what you'll see
  • Best practices and tips

 


mainicon.png Best Practices for Effective Support Requests


DO:

✅ Search the knowledge base first - You might find an immediate solution 
✅ Provide detailed information - The more context you give, the faster we can help 
✅ Include screenshots - A picture is worth a thousand words 
✅ Use descriptive subject lines - Help us route your ticket to the right team 
✅ Keep one issue per ticket - Multiple unrelated issues should be separate tickets 
✅ Update the ticket if the issue changes or is resolved


DON'T:

❌ Submit duplicate tickets - This creates confusion and delays response 
❌ Use vague descriptions - "It's broken" doesn't help us understand the problem 
❌ Reply to old, closed tickets - Create a new ticket for new issues, this helps us track your tickets better
❌ Include sensitive information (like passwords or credit card numbers in tickets)
 


mainicon.png Troubleshooting Access Issues


Can't Log In?


Problem: Forgot Password

  1. Click "Forgot Password?" on the login page
  2. Enter your email address
  3. Check your email for a password reset link
  4. Click the link and create a new password
  5. Return to the login page and sign in with your new password


Problem: Account Not Recognized

  • Verify you're using the correct email address
  • Check if your organization uses SSO - you may need to access through your company portal
  • Contact your IT administrator if you're unsure about your access method


Problem: Verification Email Not Received

  1. Check your spam/junk folder
  2. Add:  structuredsupport.zendesk.com to your email safe senders list
  3. Request a new verification email
  4. If still not received after 10 minutes, contact support directly using the contact information page


Portal Loading Issues?


Problem: Page Won't Load

  1. Check your internet connection
  2. Try refreshing the page (Ctrl+R or Cmd+R)
  3. Clear your browser cache and cookies
  4. Try a different browser
  5. Disable browser extensions temporarily
  6. Check if your company firewall is blocking access


Problem: Features Not Working

  1. Update your browser to the latest version
  2. Try accessing from an incognito/private browsing window
     


mainicon.png Mobile Access
 

Using Zendesk on Mobile Devices

The support portal is mobile-responsive and works on smartphones and tablets:


Via Mobile Browser:

  1. Open your mobile browser (Chrome, Safari, Firefox)
  2. Navigate to:  https://structuredsupport.zendesk.com
  3. Log in with your credentials
  4. The interface automatically adjusts for smaller screens


Features available on mobile:

  • Browse knowledge base articles
  • Submit new support requests
  • View and respond to existing tickets
  • Receive email notifications
  • Upload photos directly from your device
     


mainicon.png Getting Help Faster: Pro Tips
 

1. Provide Context

Instead of: "The send button doesn't work" 
Try: "When I click 'Send Campaign' in the Email Builder, I get error code 403. This started after I updated my partner logos. I'm using Chrome on Windows 11."


3. Include Your Environment

Always mention:

  • Browser and version
  • Operating system
  • Device type
  • Account/user role
  • Time the issue occurred


4. Check for Scheduled Maintenance

Before submitting a ticket about system availability, check for maintenance announcements on the portal homepage.


5. Follow Up If Needed

If you haven't received a response within the expected timeframe, reply to your ticket or contact support through alternate channels listed in the contact information page. We are looking forward to assisting you!


6. Provide Feedback

After your issue is resolved, we would greatly appreciate it if you would take a moment to:

  • Rate your support experience
  • Leave specific feedback about what was helpful
  • We love hearing from you - it makes our day!

This also helps us continuously improve our support quality. We appreciate your feedback!
 


mainicon.png Additional Resources


Need More Help?

  • Main Support Portal: 

Click Here to Access Our New Support Portal

  • Contact Information: 

Contact Us!

  • Portal User Guide: 

Learn More About Our New Support Portal


Still Need Assistance?

If you're unable to access the support portal or need immediate assistance, refer to the contact information page for alternative ways to reach our support team, including:

  • Direct email address: support@structured.ai
  • Phone support: 1-888-584-6480
  • Live chat: Login to your platform and click the chat bubble in the lower right corner