Using the Convey Help Desk

The Convey Help Desk portal, powered by Zendesk, provides a simple interface for customers to streamline requests and manage them across one or more teams.

This page details the user guide for the Help Desk Portal. Additionally, please check out relevant Help Desk Portal FAQs.
 

Add Portal Member

Registration with the Help Desk Portal is necessary prior to use. To register, submit a request to support@goconvey.com. In your request, provide the user’s name, email address and the name of the organization (that’s the company). If your organization uses multiple teams, be sure to specify the team for the user.

For additional information, check out How to request Helpdesk Access

Submit and Manage Support Requests

Once a user has registered, they will be able to submit requests.

To initiate a support request:

1. Go to https://support.goconvey.com/hc/en-us
2. Click “Submit a Request”.
3. Complete the subsequent form - be as descriptive as possible.
4. Attach any relevant documents or screenshots within the “Detailed Description” field.
5. Set the priority level. Support requests are set by default to “P3 - Low.” If you need a ticket prioritized over other requests within your organization, select a different urgency level.
6. Once all fields are complete, click “Submit” at the bottom. You will receive a confirmation email with your ticket number.

To manage open requests (e.g. tickets, issues):

1. Click on your profile icon in the top-right corner.
2. Select “Requests” from the dropdown menu.
3. Here, you can:
   • Track ticket status (Open, In Progress, Solved)
   • View all your requests or requests you’re CC’d on
   • Add comments or attachments to existing tickets

Why Use the Help Center Instead of Email?

• Better Tracking: Your requests are logged and monitored in real time, ensuring nothing gets missed.
• Priority Selection: Choose the priority based on the urgency and impact of the request.
• Faster Responses: Cases submitted via the Help Center are prioritized for quicker resolution.
• Accurate Categorization: Helps us route your request to the right team for efficient handling.
• Improved Visibility: You can easily check the status of your case anytime.
• Streamlined Communication: All updates and responses are centralized in one place.
• Reduced Delays: No risk of emails getting lost or overlooked.

For additional information, check out How to Submit and Manage Support Requestsmi