Got a question or run into a problem? You can send a message straight to the team that supports you through their support portal — a simple page where you write what’s going on, and they reply back to you there (and by email). This guide walks through opening your first ticket from start to finish.
Before you start
You’ll need the web address of your support portal — this is the workspace’s own site, something like yourcompany.essential.support, or a custom address they’ve set up. If you’re not sure what it is, check for a “Support” or “Help” link on the product or website you’re using, or a link a team member sent you by email.
You’ll also need access to your email inbox. Sign-in doesn’t use a password — instead, a secure link is emailed to you each time. See Sign in to the support portal for the full walkthrough if this is your first visit.
Step by step
- Open your support portal’s address in a web browser.
- If you land on a “Sign in” page, enter your email address and click Send sign-in link. Open the email that arrives and click the Sign in button inside it — that signs you in and takes you to your ticket list. (Full details in Sign in to the support portal.)
- Once you’re signed in, you’ll see your ticket list. If this is your first request, it will say “You have no tickets yet.” — otherwise you’ll see your past requests with their current status.
- Look at the top right of the page for a small + button (its tooltip reads “New ticket”). Click it. If your ticket list is empty, you can also click the Create a ticket button in the middle of the page — both do the same thing.
- A “New support request” window opens. In the Subject field, type a short summary of what you need help with — for example, “Can’t log in to my account.”
- If you see a Type dropdown below the subject, it’s optional — pick whichever category best matches your issue, or leave it on “Choose a type (optional)” if none fits. Some support portals don’t show this field at all; that’s normal, just skip this step.
- Under “How can we help?”, type your full message in the text box. Be as specific as you can — what you were trying to do, what happened instead, and any error message you saw. This box supports basic formatting (bold, italic, bullet lists) using the toolbar above it.
- When you’re ready, click Submit request at the bottom right of the window. The button changes to “Submitting…” while it sends.
- If you left the subject or the message empty, you’ll see a short message telling you what’s missing (“Please add a subject.” or “Please describe your issue.”) — fill it in and click Submit request again.
Your confirmation
There’s no separate confirmation page — as soon as you submit, your new ticket opens automatically. You’ll see your message at the top of the conversation, and a reference line near the top of the window (something like “Ticket ID” followed by a short code). That code is how you or the team can refer to this specific request later, though you don’t need to remember it — it’ll always be sitting in your ticket list.
From here, the support team will be notified and will reply when they can. To see how to check for replies, respond, and get notified by email, see Track and reply to your ticket. If you want to attach a screenshot or file to help explain the issue, you can add that once the ticket is open — see Attach files to a ticket.
Good to know
- You don’t need to know which person on the team to send your request to — it goes to the whole support team, and whoever’s available will pick it up.
- You can’t attach a file or screenshot while filling out this first “New support request” window — that option appears once the ticket is created and you’re replying to it.
- If you close the New support request window without submitting, nothing is saved — you’ll need to start over.