Who can use this feature?
- Refer to user licenses for limitations
- Available on all plans
Submit a request to our support team by email (support@totango.com) or by web form.
- First time here? Sign up to create a new profile in the Help Center. The help center does not use your Totango authentication at this time. We recommend signing up using the same email address that you use for your Totango account.
- Already submitted a request via email? Request a password to manage all of your requests in one place.
Submit a request using a web form
Submitting a ticket requires that you add your email address or optionally sign into the Help Center.
- From the Help Center menu, click Contact Support.
- If you are not signed in, you will see an option to enter an email address. To copy multiple users, separate address by a comma.
- Enter a subject and description of the problem. As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request.
- If you belong to multiple organizations, select the organization for this support request.
- Optionally add attachment(s).
- Click Submit.
You will receive an email to acknowledge receipt of your request.
View and update open requests
When an agent responds, you can reply back to the email directly from your inbox. You can also update tickets from within the Help Center after signing in.
For any open ticket, you can do the following from within your Help Center profile:
- Add a comment
- Add recipients for CC
- Update the associated organization
- Mark as solved
If you need to change the subject of a ticket, please ask Support to assist.
- Sign in to the Help Center.
- From the profile, click Requests.
The My requests tab appears by default.
- Filter your requests by status (Open, Awaiting Reply, Closed).
- Search tickets by entering a search term or using ticket property requests.
- View requests others have CC'd you on from a separate tab.
- If you're a member of a shared organization, see tickets for all members of that organization and optionally subscribe (follow) to any of those requests.
- The link to view Organization requests is only available if you're a member of a shared organization.
- Click on a request title to view details.
- Make changes by adding a comment, adding a CC, or updating the organization.
- Click Submit.
Mark a ticket as solved
You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.
- Sign in to the Help Center.
- From the profile, click Requests.
- Click a request title to view details.
- Select the option on the lower side of the request to mark it as solved.
- Enter optional comments in the reply, and click Add Reply.
Create a follow-up to a solved request
Re-open a solved request by creating a follow-up request.
- Sign in to the Help Center.
- From the profile, click Requests.
- Click a request title for a solved issue.
If you have a long list of requests, filter by "Solved" status.
- Click the link on the lower side of the request to create a follow-up request.
- Complete the follow-up request and click Submit.