See Support Tickets and How to Use the Enginehire Customer Portal.

Accessing the Customer Portal

1. URL to Access the Portal:

   • Navigate to Enginehire Customer Portal.
     https://learn.enginehire.io/tickets-view
     

2. Signing In:

   • Enter your registered email address and password.

   • If you don’t remember your password, use the "Forgot Password" link to reset it. A reset link will be sent to your registered email.

   
   

3. Passwordless Login:

   • Alternatively, you can log in without a password by scrolling down a little bit and:

     • Entering your email in the "Email link" section.

     • Agreeing to allow EngineHire to store and process your data.

     • Clicking on "Email Link" to receive a one-time access link in your inbox.

How to Create a New Ticket

1. Filing a Support Ticket:

   • Once logged in, click on "File a Support Ticket" in the top menu.

   • Fill in the required fields:

     • Your Email: Your email address that you use to login to your Enginehire dashboard.

     • First Name: Your first name.
       
       

     • Your Company Name: The name of your company.

1. • • Ticket Name: Write a brief title to label the issue.

     • Ticket description: Provide a comprehensive explanation of the issue or request.

     •  Please provide examples for troubleshooting : Please provide at least one example to help us investigate, such as a candidate or client email address. If it relates to a job, include the job details. If multiple records are affected, at least one good example would be helpful. 
       
     •  Loom Video Link:  Please share a Loom video if possible, it helps us understand the issue faster. Not familiar with Loom? See this guide.

1. • •  Screenshots or Attachments: Optionally, upload screenshots or video recordings to demonstrate the issue. Use tools like Loom for screen recordings.

       • If uploading multiple files, hold down control and select all the necessary files.

       • Include relevant details like the sender, recipient, and time for email screenshots.

1. • Click on "Submit" to create your ticket.

Accessing Existing Tickets

1. View All Tickets:

   • After logging in, navigate to the "Tickets" section in the top menu.

   • You will see a list of tickets with the following attributes:

     • ID: Unique ticket identifier.

     • Subject: Brief summary or title of the ticket.

     • Created: Date the ticket was created.

     • Last Activity: Shows the most recent activity on the ticket.

     • Status: Indicates whether the ticket is Open or Closed

1. Filtering and Searching:

   • Use the Search bar to find specific tickets.

   • Use the "View" dropdown to filter tickets based on criteria (e.g., "My Tickets").

   • Adjust the "Status" dropdown to filter tickets by their status.

Sending a New Message in an Existing Thread

1. Open a Ticket:

   • Click on a specific ticket from the list to view its details.

2. Respond to the Thread:

   • Scroll to the "Write a response" section at the bottom.

   • Type your message in the text box.

   • Optionally, attach any relevant files (maximum file size: 50MB).

   • Click "Send" to update the ticket with your response.

Support and Assistance

If you encounter any issues while using the portal, start a Live Chat from the bottom left of the screen and select "I have a quick question".