To reach   Agiloft for help, start by signing up for a user account at the support portal. From there you can view release notes and FAQs, submit and vote for enhancement ideas, and contact customer support and the implementation team. All users, including Free Edition users, can submit tickets and receive support for questions about standard features. You can also request configuration changes to your system from the implementation team.

Submit support tickets for system malfunctions or bugs; submit implementation tasks for configuration changes, or for help implementing new features. If you aren't sure, choose either option and make sure to be specific about your needs when you complete the form. We can convert one type of request to the other if necessary.

Customer Community

When you have questions, suggestions, or other comments you want to share, the Agiloft Community is a great place to start. In the Community, you can connect with other users,  Agiloft experts, and more, and you can share your own questions in addition to browsing those posted by others already. The Community also hosts updates on common inquiries, like security patches.

To use the Community, simply sign up for an account and start posting.

Submit Tickets to Support

After logging in to the support portal, click Submit a Ticket on the home page. Fill out the form and a support representative will get in touch with you.

Cursor indicating Submit a Ticket link

What do I include in my ticket?

Clear, detailed information is key to getting issues resolved quickly.

1. Enter or confirm your name, email, and phone number.
2. In the first drop-down list, select the category for the problem you're submitting.
3. Select a severity from the next drop-down list. You will still receive a response even if you do not select the top severity in the list, so make sure to choose the most accurate option.
4. Select the volume of affected users. You will still receive a response even if you do not select the biggest number in the list, so make sure to choose the most accurate option.
5. Enter a summary of the issue. Treat this like the subject line of an email.
6. In the Description field, give a clear, thorough description of what is happening. If possible, include the steps you took that produced the issue. The more detail you can include, the better we will be able to assist you in solving the problem.
7. Attach any relevant files, logs, or screenshots.

Remember that providing a clear description helps support representatives figure out the problem and find a solution. For example, a bug report with this description is typically resolved faster:

In comparison, this description would likely require more information from you before the issue could be resolved:

Whenever possible, describe how to reproduce a problem, not just the results of the problem. The step-by-step details are critical. It's also helpful to include the browser you were using when the issue occurred, which helps us interpret the log files and determine whether plug-ins are involved.

Can I submit multiple tickets?

Only submit multiple tickets if you have multiple issues you need to report. 

• Submit only one issue per ticket. Different issues usually require different resources, and one ticket can only be assigned to one person at a time. If you submit a ticket with multiple issues, the support team might create additional tickets to track separate issues, or request that you do so.
• Submit only one ticket per issue. Do not open a new ticket for the same issue. This often makes the process slower, because information is spread across multiple tickets. Instead, if you need a response or an update, see Ticket Escalation.

• Reply and keep responses within the original ticket, and use that same ticket for any escalation as needed. 

What's going on with my ticket?

After submitting a ticket, you can check in with Support using the Chat with Support option. Simply log in to the Support portal and click the Chat with Support tab in the top right corner.

Chat with Support tab

You can find all your past tickets by clicking the My Tickets link on the home page.

I need to escalate my ticket.

After 48 hours have passed, you can choose to escalate your ticket. 

1. Log in to the support portal and go to My Tickets.
2. Open the ticket you want to escalate.
3. If you see an Edit button at the top, click it.
4. Next to "I want to request escalation," select the checkbox.
5. In the Escalation Reason field, explain the need for the escalation.
6. Click the Escalate button.
   

This notifies Support of an escalation, and a representative will investigate as quickly as possible.

Further Support

In some cases, we may refer your ticket to the implementation expert who originally configured your KB. Note that advice on system design and troubleshooting complex configuration errors is outside the scope of standard support and you may need an active Purchase Order in order to allow the implementation specialist to work on your issue.

For some issues we may request system logs or other files from you to effectively troubleshoot the issue. To share files larger than 20 MB with the support team, see Send Large Files to Customer Support.

Submit Implementation Tasks

After logging in to the support portal, click Submit Implementation Task on the home page.

Submit an Implementation Task

Fill out the form and an implementation expert will get in touch with you.

1. At the top, check your contact information and make sure it's correct.
2. In the Task Description field, be as specific as possible about your request and what you need help with.
3. In the Funding Source field, select whether you have an open PO you want to use.
4. Select a priority and date needed.
5. In the Task Tags field, use the lookup icon to select applicable topics.
6. Attach any files, logs, specs, or screenshots that would be helpful in describing your task.
7. Click Save.

Submit SOD Errors

If you see an SOD error screen like the one below, select the Include Audit Log checkbox and click Submit Report & Comments. This opens a new ticket with much of the information populated automatically. Add any additional information, like what you were doing in the system when the error occurred, and then submit the ticket.

SOD Screen