Contact Support Configuration for Portal

Overview

The partner portal includes a Help icon that, by default, provides links for partners to contact support (submit a Support Ticket Form) and access the Unifyr One Partner Academy. 

Important

Contact Support is linked as a default to your team's partner support email address. Submit a request to your Unifyr One team if you want to use a different address, or use different addresses for logged in and logged out users. The designated email address receives all partner submissions of the Support Ticket Form.

You have some options to add further support services for your partners:

• Make the Support Ticket Form accessible from a different location in the partner portal - see Add a Support Ticket Form to an Existing Page.
• Provide a whole custom page dedicated to the support services you offer to your partners - see Create a Custom Page for Support and Customize the Help Links.
• Link to your own partner-focused knowledge base - see Customize the Help Links.
• Make the Support Ticket Form available to logged out users of the partner portal - see Add a Support ticket Form to a Logged out view.

This is an example of the Support Ticket Form, which partners can fill out when they need assistance:

Contents

Click on the + to expand the instructions for the desired task.

Add a Support Ticket Form to an Existing Page

You can add a Support Ticket Form to one of the custom pages you already have on your partner portal site.

1. Navigate to Partner Portal > Custom Pages.
2. Select and open the existing page to which you want to add a Support Ticket Form.

3. Drag and drop the dynamic content widget Support Ticket Form to the required place on the page. For more information about adding a dynamic content widget, see Adding Dynamic Content to a Custom Page.

   

   When a partner user fills out this form, the submission is sent to the designated support email address.

4. Click Save if you’d like to continue editing the page content or click Save and Close if you’re finished editing the page.

Create a Custom Page for Support

You can create a custom page that provides information about the support services available to your partners, including a link to the Support Ticket Form that partners can fill out when they need assistance. You can add the page to your partner portal site navigation and/or link it from the Help > Contact Support toolbar option.

To build a custom support page:

1. Navigate to Partner Portal > Custom Pages.
2. Click Create Page.
3. Select the page template you’d like to use.
4. Enter a Page Name. This is the name that will display in the partner portal. We recommend something that clearly identifies the page's purpose, for example Contact Us or How can we help?.
5. Enter the Page Key. This is a unique identifier used to generate the page URL. We recommend defining the key for the best user experience. Do not use spaces in the key (for example, contact-support).

6. Customize the page under Page Content by dragging and dropping content blocks, adding rows, and adjusting the settings using the WYSIWYG editor.

   For more information about creating a custom page, see Custom Pages: Create or Edit.

7. To add a link to the Support Ticket Form, drag and drop the dynamic content widget Support Ticket Form to the required place on the page. For more information about adding a dynamic content widget, see Custom Pages: Create or Edit.

   

   When a partner user fills out this form, the submission is sent to the designated support email address.

8. Click Save if you’d like to continue editing the Page Content or click Save and Close if you’re finished editing the page.

To add the custom page to the site navigation for your portal:

1. Navigate to Partner Portal > Site Configuration.
2. Select and open the view (Default Partner View or Custom Partner View) to which you want to add your new support page. 
3. Go to the Custom Pages tab.
4. Drag and drop your new support page onto the sitemap. We recommend adding it to the top level navigation for maximum visibility.
5. Click Save and Close.

For more information about updating your site navigation, see Manage Site Configuration and Navigation.

Customize the Help Links

Contact Support

By default, this link opens the Support Ticket Form. All submissions of this form are sent to the designated support email address. 

You can edit this link to lead to a different page, for example if you've created your own custom page for support services. To update the link:

1. Navigate to Partner Portal > Site Configuration.
2. Click Settings.
3. Go to the Site Details tab.
4. In the Support Page drop down list, select the custom page to which you want to link.
5. Click Save.

Your portal's Help > Contact Support button now links to the selected custom page.

Support Portal

By default, this link leads to the Unifyr One Partner Academy.

You can change this link to lead to another resource, for example your own supplier-provided partner-focused knowledge base.

Caution

The Unifyr One Partner Academy is a valuable tool for partners to quickly get the information they need to leverage their partner portal features. If you change this link, partners will no longer be able to access the Unifyr One knowledge base. If your partner community uses Unifyr One Support, we do not recommend changing this URL.

To update the link:

1. Navigate to Partner Portal > Site Configuration.
2. Click Settings.
3. Go to the Site Details tab.

4. Paste the URL to your selected resource in the Support Documentation URL field.

   To continue linking to the Unifyr One Academy knowledge base, leave the field blank. The URL defaults to the Unifyr One Academy. 

5. Click Save.

Your portal's Help > Support Portal button now links to the selected resource.

Add a Support Ticket Form to a Logged Out view

You can add a Support Ticket Form to a logged out view of your partner portal. This will allow users to get assistance when they're signed out, for example if they're having issues with their login.

Tip

As a default, the logged in and logged out support pages link to your standard configured partner support email address. Submit a request to your Unifyr One team if you want to use different email addresses for logged in and logged out users. This needs to be enabled on your system.

1. Navigate to Partner Portal > Custom Pages.
2. Create or open the custom page to which you want to add a Support Ticket Form.

3. Drag and drop the dynamic content widget Logged Out Support Ticket Form to the required place on the page. For more information about adding a dynamic content widget, see Adding Dynamic Content to a Custom Page.

   

   When a partner user fills out the form, the submission is sent to their designated support email address.

4. Ensure that the custom page has Requires Partner Login? disabled or you won't be able to select it for a logged out view.
5. Click Save if you’d like to continue editing the page content or click Save and Close if you’re finished editing the page. 
6. Include the page in a logged out view of the portal site navigation. For more information, see Adding Custom Pages to the Partner Portal.

Related Topics

• Manage Site Configuration and Navigation
• Custom Page: Create or Edit