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What’s New in Support Portal

OutSystems

What’s New in Support Portal

At OutSystems, we’re constantly working to deliver extraordinary experiences to our customers. Our Support Portal is a critical part of this mission, because it’s the place to go to whenever you need help. So, what's new?

Enhanced Case Management

We get it - when you need support, the last thing you want is to struggle with clunky interfaces. That's why opening a ticket, searching your past cases, and looking for updates is now as easy as a Sunday morning

Find the Right Cases

On the case list, you can now: 

  • Access all cases where you were added as a follower.
  • Easily trace updates.
  • Sort all columns and quickly find what you need.
  • Quickly find open cases when you have access to several platforms (infrastructure)

 

Search for Case Information More Efficiently

With the new case detail interface, you can easily find the status, comments, and other relevant details about your case. The right information to keep things moving is at your fingertips.  

 

Also, if a case is closed but you're not sure about the solution, you can reopen it in the next 30 days simply by submitting a new comment.

 

Know How Long You'll Wait

Every time you open or update a case, you’re immediately informed about the expected response time. This estimate is based on your support contract level and ticket severity. This way, you can plan your activities accordingly and get back to us if you don't think we'll be fast enough.

Upgraded On-the-Go Experience

Access all relevant information from Support Portal on your mobile device, including sharing details with your team or following up on cases. 

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Follow-up on Closed Cases

If you want to follow-up on a topic that was explored in a specific case already solved, you can do it. This creates a new ticket that references the solved ticket and also pulls all of the original ticket data into the new one.

Export Your Cases to PDF

When your case is closed, but you want to save the solution for future reference, you can export it to PDF and share it with your team. Say goodbye to permission bureaucracy. 

My Support Permissions

Enjoy access to all your platforms and permissions. You can easily see your support conditions, roles, and when your licenses expire.

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Support for Non-technical Questions

Help from OutSystems can come in many forms - not just technical support. You might need assistance with invoices or pricing. Or, you might just want to share your feedback with us.  

That’s why you can now: 

  • Contact OutSystems to discuss non-support topics like development questions, pricing, or invoices.
  • Access additional product documents and training material.
  • Use your favorite communication channel, whether it’s web chat, phone, portal, or right from your development environment. 

Public Support Knowledge Base 

The new public support knowledge base covers the most common topics customers care about. From product documentation and an evaluation guide to support how-tos, you can find what you need to dive into and explore product information and assistance.This page will be continuously updated with all the relevant content you’re looking for.

Search Results 

You told us you had trouble getting what you wanted from search. We heard you. So, the search results page has a new look and feel to make it easier to find the right answer on your own.

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