Welcome to the Convey Desk Support Portal. Below are some common questions and answers to help you navigate our Zendesk-powered support experience.
1. How do I create and manage support tickets?
To create a new support ticket or manage existing tickets, please refer to this Knowledge Base article - How to Submit and Manage Support Requests
2. Do I need an account to submit a request?
Yes, an account is required to track and manage your tickets. Sign in to Convey Desk Portal using your credentials.
If you don’t have an account, please reach out to your Convey Account Manager or email us at support@goconvey.com
3. How do I reset my password?
On the Convey Desk Portal click Forgot my password, then follow the email instructions to reset your password.
4. Can I update a ticket after it’s submitted?
Yes! You can reply to the ticket notification email, or open the ticket under Requests and add a comment
5. How do I add attachments to my ticket?
Use the drag-and-drop option button when submitting a ticket or Add File button when replying to a ticket. File size limit: 50 MB
6. How do I escalate a ticket?
To escalate, reply to the ticket with the keyword “Escalate” and a short explanation. You may also contact your Customer Success Manager or Account Lead.
7. Can I CC other people on tickets?
Yes. You can add CCs while submitting a request or request our team to add/remove CCs later
8. What should I include in a ticket for faster resolution?
We recommend including:
- A clear subject and description
- Steps to reproduce the issue
- Any screenshots, logs, or files
- Urgency level (P0–P4)
9. I can’t log in – what should I do?
If you’re locked out or can’t access the portal: Try resetting your password or contact us at support@goconvey.com
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