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To continually provide the best possible customer experience, we’re transitioning to a new customer service platform.
Other than embrace the new look and feel of our Customer Portal, not much! Overall functionality will remain the same. The exciting part is on our end, where we’re able to gain additional insights into customer issues and take our support operations to the next level!
To help familiarize you with the new Customer Portal, we’ve created the following guide:
Sign in to the Customer Portal
Select Create Case
Fill out the Create Case form
Knowledge base articles relating to your subject are searched and displayed to the right of the form
If the knowledge base articles did not answer your question, go ahead and submit your support case
A list of your cases will be displayed
Selecting a case will launch the ticket view
The new ticket view utilizes a timeline display where you can view the ticket history, along with case details.
Once the issue has been resolved, the Support Engineer will update the ticket to a Solution Proposed state.
If you accept the solution, go ahead and select Accept Solution. The ticket will then close out.
If the issue is not resolved, selecting Reject Solution will move the ticket to an Open state and we can continue working with you on the case.
Sign in to the Customer Portal.
Go to the Knowledge section.
Expand the Announcements category (click on the folder).
Select desired Announcements subcategory to view related notifications.
As always, should you have any questions or issues please contact OneLogin Support and we’ll be happy to assist.
—Your OneLogin Team