- 06 Sep 2023
- 2 Minutes to read
- Updated on 06 Sep 2023
- 2 Minutes to read
We just rolled out two great features in our Support Community to help take the stress out of success!
Salesforce Knowledge: Visit our Support Community and search our Knowledge articles for helpful troubleshooting tips, FAQs, and current issues before opening a case.
Known Issues: We pulled data directly from our engineering tools to create a current list of Known Issues. Use our Knowledge articles to learn more and subscribe to an issue to track its progress without opening a case.
Checkout the Community Page and Customer Portal! It's your space to manage support requests, connect with other Blackthorn app users, and grow your knowledge.
Q: How do I review the comments connected to my case?
A: We have received feedback that it's hard to view case comments when logged into our Community. We have a quick fix for that.
- Log in to the Community.
- Select one of your cases.
- Click the Case Comments Related List.
- Click the drop-down icon in the Comment header.
- Select “Wrap Text.”
Here is a video that shows you how to do it!
Q: How do I reopen a closed case?
A: Previously, customers were only able to reopen a case via email. We have added a new feature that allows Community Users to reopen newly closed cases directly from our Community.
A case must have been closed within the previous 7 days. If the case was closed more than seven days ago, a new case must be submitted. Please use our support request form found here.
- Click the Case Number for the case you want to reopen.
- Click the Reopen Case button.
- In the Reason for Reopening field, describe why you need to reopen the case.
- Click Reopen Case.
Here is a video walking through this new feature!
Paid Support Plan Information
Paid Support Plan customers have received an invite to our Customer Portal (limit 2 users per company) and chime in on Chatter.
Login to submit a new case, check the status of an open ticket, and view your support history. Part of a team? All team members can view and submit cases from one centralized location, eliminating the need to search for answers and circulate follow up communications.
Collaborate on Chatter - Connect and engage on our community forums.
Share ideas, contribute best practices, troubleshoot issues, and track content and topics relevant to your industry.
If you didn't receive a login request or need to upgrade to a paid support plan to receive this feature, please submit a request here.