Answered

User unable to submit ticket

Hello, our paid account has been having issues due to the registered URL with Google not matching the URL used to establish the Insightly account. 

The resulting issue I need resolved now is that our users do not appear to be paid users, and we either can not submit tickets, or they are automatically closed by the system. 

There are issues that we need resolved prior to our training seminar this morning and without being able to submit tickets....no resolution is available.

Please look at my account and correct so that I may submit the necessary ticket and resolve our problems.

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  • Hi Bryon,

    I'm so sorry about this! We are looking into your situation now. If you need to ask a functionality question, please know that we are available here in the community. Thanks!

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  • OK! You should be all good now. If you're logged in to our Help Center, the Submit a Request button will appear at top. We are working to make sure this is also the same for your colleagues. Thanks for your patience, Bryon!

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  • Hi Bryon! Just to follow-up. In addition to you, here are your colleagues who have an Insightly Help Center account and will also be able to submit a request ticket : Tom, Peter, Matt, Brian, and Steve. Don't hesitate to reach out if you have any questions about this. Thanks! 

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  • Thank you, I will have some others log in to the help center and see that they can submit tickets as well.

     

    Have a great weekend.

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  • Great! Once they create a Help Center account (using the same email address they use to log in to Insightly) please let us know. We'll make sure they're also squared away. Have a lovely weekend!

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  • We are having the same issue when setting up an account. Unable to sign-in so cannot submit a request.   Here are the emails we log into our account with:  christie@XXXX.us and joe@XXXX.us.  

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  • Hi Christie!

    Thanks for letting us know! If you'll refresh your screen again, the Submit a Request button should appear at top when you're signed in to our Help Center using either of the email addresses you posted above.

    Just a note: I edited your email addresses as this is a public forum.

    Please don't hesitate to let us know if you're still having trouble!

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  • Thanks, I do see this for me, but not for joe.  Can you please address this too?

    Also, we are having issues with google calendar sync.  Do I need to submit a request for this question?

     

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  • Hi Christie, 

    Thanks for letting me know. Could you do me a favor and check with Joe again? I see that a ticket came in 2 minutes ago from Joe's account. The ticket was about Google calendar sync. Thanks!

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  • First, is this the only way to get tech support.  Is there a call-in or chat option?

    I sent that ticket in because he could not login and does not have a submit a request button.

    Is the only way to see the Submit a Request button to login with a Google+ account?  When I try and use the Insightly account, I see get the error message.

    Also, how do I see the request we just submitted  It is not in my email or Joe's.

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  • I'm afraid we don't have a call-in or chat option but we're happy to help you through 1:1 email support (when you hit the orange "Submit a request" button) and we can always help you here in the community. :)

    I understand how all of this can be confusing! This Help Center is built on a different platform than Insightly and requires a separate account than your Insightly one. It looks like Joe already has a Help Center account so I've gone ahead and reset his password. It's been sent to his gncorp email address. If Joe will click on the link in the email to reset his Help Center account password, then he should be able to sign in here and see the orange "Submit a request" button like you do.

    To see any ticket you opened via the "Submit a request" button, just click the My Activities link under your profile pic above. Hope this helps! 

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  • Where is the "orange "Submit a request" button"?  I wonder if I am searching for something that is not there? My company has a "paid" account (according to the boss).  

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  • Hi Kpatterson,

    Our "Submit a request" button is located at at the top right of the screen. And your boss is correct - You have a paid account. However, the button wasn't appearing because when you created your Help Center account, you just used a different email address than the one you currently use to sign in to Insightly. :)

    I've fixed this on the backend so we can now recognize you. If you would please refresh your screen and the "Submit a request" button should appear. Thanks!

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  • Hi,

     

    The button to "submit ticket" is not visible on our account Switzerlandrelo.com.

    Can you please fix? Thanks.

     

     

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  • ...figured it out:)

     

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  • Great to hear, Michael!

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  • Hi, we seem to be having a similar problem. We've successfully submitted a request before (last year), but the button is not longer visible in our account. Please advise! 

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  • Hi Jorge:

    Email support is offered on Insightly's paid plan and it looks like your paid plan was discontinued. If this is an error please us know and our billing team can reach out to you directly.

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  • Thank you for your reply! It does look like an error, but I will check with my colleagues and get back to you. Thank you.

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  • Hi Jorge,

    Thanks, we'll look forward to your reply :)

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