Claritum Support Portal (Support Contacts Only)

Owned by Kasia Czwarkiel (Unlicensed)
Last updated: Nov 22, 2022

Claritum Support Portal  


The 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). You can find more information about the Knowledge Base by clicking here
  • Support Portal - Used for raising support tickets with Claritum where no information can be found in the Knowledge Base.


(info) Only Support Contacts will have access to the Claritum Support Portal.


You can also use the search bar to quickly search through all the knowledge base articles.



Logging into Support Portal

To access the support portal from your Claritum Platform, use the menu on the left hand side and navigate to  'Support → Support'


Log in using your email address and password that you set up after receiving the registration email.

Raising a support ticket on Support Portal

Choose the most suitable request form and report your enquiry to us by supplying as many details as possible.

Depending on the nature of a query the following types of support tickets can be raised:

Ticket Icon
Ticket Type

Question

Ask a question about Claritums existing functionality in case the Knowledge Base cannot provide a relevant answer

Change Request

Raise a query about new functionality in Claritum, 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 your query into the Summary field, you will automatically be shown relevant articles from the Knowledge Base.

Viewing Support Tickets


All Requests can be viewed by clicking requests in the top left corner and clicking 'all requests'



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 be able to view your ticket (for example in your absence).

In that case - you can share a request by providing the email address of another support contact that should see any updates to the ticket.



Just start typing in your colleagues name or email address and the suggested contact will show up on a list. If that doesn't happen it means the person you want to share a ticket with does not have access to the Support Portal.

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 login page where you should select the 'Forgot your password?' link


  • Provide your username ( this should be your email address) and click the 'Email me' button


  • You will receive a confirmation email with a password reset link
  • Once the email is received follow the instructions and set up your new password.