Blackthorn Community

It’s live!

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.

FAQ

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.

1. Log in to the Community.
2. Select one of your cases.
3. Click the Case Comments Related List.
4. Click the drop-down icon in the Comment header.
5. 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.

1. Click the Case Number for the case you want to reopen.
2. Click the Reopen Case button.
3. In the Reason for Reopening field, describe why you need to reopen the case.
4. 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.