We are excited to announce that our Support Portal migration is officially complete. Starting today, you have access to a more modern, efficient, and AI-powered support experience.
🔑 How to Contact Support
To ensure your requests are handled as quickly as possible, please use the following channels:
- AI Chatbot (Preferred)
- Available directly on the portal, our new smarter AI assistant provides instant answers. If the chatbot cannot solve your issue, it will automatically convert your conversation into a support ticket, ensuring our team has the full context of your request.
- The Sisense Support Portal
Submit and track requests via https://supportportal.sisense.com/. - Why use the portal? Our new smart forms ensure we capture all required technical data immediately, allowing our team to start working on a resolution right away.
- Support Mailbox
You can also report issues by emailing [email protected]. - Note: While this automatically creates a ticket, our team may follow up with additional questions to gather environment details that are usually captured in the portal forms.
- Portal Technical Issues?
If you experience any difficulties specifically with the portal (login or navigation issues), please notify us at [email protected].
🛠️ Navigating Your New Dashboard
Once you log in, you’ll notice several new ways to manage your tickets. Click on "Show Filters" to customize your view:
- View Types: Switch between Table format (default) or Card view depending on your preference.
- Ticket Counts: Easily toggle between My Tickets (created by you) and All Tickets (created by your organization, according to the privileges granted for your user before).
- Customization: You can now Sort, Group, and Filter your tickets by Status, Priority, or Created Date.
Quick Tip on Attachments: When creating a new ticket, any files you upload will appear under File Attachments. In existing tickets, your uploaded files will be embedded inline within the ticket comments for better context.
- Adding a CC: At the moment, adding a CC directly within the ticket is a limitation. However, you can CC others via email by using Reply All. As long as replies are sent using Reply All, those users will remain subscribed to the ticket and continue receiving updates.
Note: If a reply is sent using Reply instead, those users will become unsubscribed from the ticket and will stop receiving updates. We’ve confirmed that if anyone who is CC’d replies with updates using Reply All, those updates will be reflected in the ticket.
What happens to your old tickets?
All open tickets have been successfully migrated. You can find your full ticket history and continue tracking active issues directly within the new portal.
Thank you for your patience as we build a better support experience for you!
— The Sisense Support Team
