Support Portal Freshdesk

Login

To set up user access or to change your permissions (access to all your company's tickets or not), please send an email to: [email protected].


Login page Payer Support Portal: https://payerhelp.freshdesk.com/support/login

You can create tickets without logging in to the Support Portal here: https://payerhelp.freshdesk.com/support/tickets/new

You can access the form to create tickets from the login page by clicking on “New Support Ticket” at the bottom of the page. 

Create a new support ticket:

1. Fill in the mandatory fields marked with an asterisk
The more information you enter in the description and or/attached files, the easier it will be for us to help you solve
the request faster.

2. Check the “I'm not a robot” box.

3. Click on submit.

If you are logged in to the portal, you can send search for existing tickets, send in new requests by clicking on “New Support Ticket” and check current status.

Ticket Status:
Under “Check Ticket Status” you can follow the status for your ticket, add information, adjust and close tickets sent in by you (and your company if your user have the permission).




Status meaning:

• Open = Your ticket is under progress.
  We are reviewing the information and working on a reply to you, we always try to solve the tickets right away. Sometimes we need more information from you or assistance internally.
  
  

• Pending= We are waiting for information internally or externally in order to continue with the ticket.
  
  - Escalated to development= A ticket that needs development in order to get solved, can for example be a new feature request.
  
  - Awaiting your reply= Your input is needed in order for us to continue working on the ticket.
  

• Resolved/Closed= Your ticket has been closed, the request has either been resolved or we have not received any new information from you for a longer time and your input was needed in order for us to solve the ticket.

By default you will see “Open or Pending” tickets, you can switch to “All Tickets, Resolved or Closed”.

Under “Sorted by” you can sort in what order the tickets are presented to you and by what.

In the search box you can enter for example ticket numbers to find a request.