Requesting Help from Actionstep Support

In this article:

• How-To Video
• Signing In to the Actionstep Help Center
• Creating a Support Request Ticket
• Reviewing Your Ticket Status
• Support Request FAQs

You can use Actionstep's Help Center for creating and tracking Actionstep support requests.  

How-To Video

Signing In to the Actionstep Help Center

You can submit a Support request without being signed in to the Help Center; however, if you would like to track your requests, you should create a sign-in profile.

To do this:

1. Click https://support.actionstep.com/support/login to access the Actionstep Help Center.
2. Complete either of the following steps, depending on whether you have a sign-in profile:
   • If you already have an ID and password, enter Your e-mail address and Password and click Login. You are taken to the support site. 
   • If you do not have an ID and password, click the Sign up with us link and complete the form and any additional workflows that appear. 

Creating a Support Request Ticket

Once you've signed in to the Actionstep Help Center, you can submit your support request. 

To do this: 

1. After logging into your help desk account, click Submit a ticket, located at the top of the Help Center page. You can also use this link to open the form. 
2. Complete the fields on the form, providing as much detail as possible. Required fields are marked with a red asterisk.
3. Submit your ticket.

Reviewing Your Ticket Status

As you work with Support, you can review the status of your request. (This option does require a sign-in profile.)

To do this:

1. After a ticket has been submitted, click the Tickets tab at the top of the Help Center page. You can also use this link.
2. Use the drop-down lists on the right side of the page to filter your tickets based their status. You can also sort your tickets. 
   TIP:  Tickets with the status of Open or Pending are currently active, while tickets marked as Resolved or Closed are complete.

Support Request FAQs

Q. Can I still submit support requests via email?

A. No. All users are now required to use the ticket submission form for all support requests, which helps support agents more quickly sort and triage requests. It also helps agents respond to you more quickly and and with more complete answers, reducing the number of emails needed to get to resolution.

Q. Why do I have to fill out all of these fields? Don't you have this information already?

A. Yes and no. We ask for this information up front to reduce the number of emails that need to go back and forth before we're able to offer a solution, resolution, or answer. While we don't currently have the help desk tied into Actionstep to pull information directly from your system, that is on our roadmap and we're excited about future iterations of our new help desk system.