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

The Enginehire Customer Portal, allows users to track ticket statuses, create new tickets, and communicate efficiently with the support team. This article will guide you through accessing the portal and using its features.

Accessing the Customer Portal

1. URL to Access the Portal:

   • Navigate to Enginehire Customer Portal.

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:

     • 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:

     • First Name: Your first name.

     • Your Email: Your registered email address.

     • Your Company Name: The name of your company.

     • Category: Select the category that best matches your request to ensure it reaches the appropriate team.

     • Example Client or Candidate: If applicable, provide an example for better clarification. Ensure the email address provided is not an admin email but a specific candidate or client email.

     • Quick Issue Description: Write a brief summary of the issue.

     • Detailed Explanation: Provide a comprehensive explanation of the issue or request.

     • 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.

     • Loom Screen Recording Link: Paste a link to your Loom recording if applicable.

   • 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

2. 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, click on the "Contact the site's administrator" link at the bottom of the login page for further assistance.