Claritum Support Portal
Only Support Contacts will have access to the Claritum Support Portal.
Claritum Support Portal consist of 2 parts:
- Knowledge Base - to look directly for any information on Claritum ( Training documentation, technical documentation, information about system maintenance, FAQs and others). More information about the Knowledge Base you can find here
- Support Portal - used for raising support tickets with Claritum where no information can be found in the Knowledge Base.
There is also a 'Search' bar available to you so a quick search can be run through all Knowledge Base content.
Logging into Support Portal
Please navigate to your Claritum Platform → Support menu→ Support
Log in using your email address and password you have set up after receiving registration email.
Raising a support ticket on Support Portal
Choose most suitable request form and report your enquiry with us by supplying as many details as possible.
Depending on a nature of a query the following types of support tickets can be raised:
Ticket Icon | Ticket Type |
|---|---|
| Question Ask a question about Claritum existing functionality in case Knowledge Base cannot provide a relevant answer |
| Change Request Raise a query about Claritum new functionality, new access request, new feature request and request for development |
| Problem Report any issues with system functionality or unavailability |
Automatic Article Suggestion
When raising a support ticket and typing a value into the Summary field you will be shown relevant articles from the Knowledge Base.
Viewing Support Tickets
All Requests can be viewed from a top right corner menu.
You can use additional filters to narrow down your search
You can also search for the specific ticket you are looking for
Inviting others to monitor your support ticket
You may want other Support Contacts to have a visibility to your ticket request (for example in your absence).
In that case - you can share a request by providing an email address of a person that should see the ticket updates.
Before this is possible...
... make sure a person you want to share a ticket with has access to the Support Portal. Such access is only granted to the Support Contacts who have special privileges to raise support requests with Claritum.
Password Reset
If you have forgotten your password to the Support Portal you can easily reset it by following the below steps:
- In Claritum go to Support → Support. This will take you to the logon page where you should select 'Forgot your password?' link
- Provide your username ( this should be your email address) and hit 'Email me' button
- You will receive a confirmation email with a password reset link
- Once email received, please follow the instructions and set up your new password.