Block 64 Support Help Center
We’re excited to announce that our new Support Help Center is now live.
This redesigned support site has several new functions and improvements to make your interactions with our support team even better than before.
Table of contents
Navigating the Help Center
Submitting a Support Request
Creating your account
Managing your support requests
Navigating the Help Center
New and improved Search Bar
Our newly updated search functionality ensures partners access the most helpful documentation instantly.
Simply enter a keyword into the search bar to begin looking for articles related to your search.
Here is an example using the keyword "Slingshot"
Support Library and Patch notes
Navigate to any section to related articles created by our support team or select Release Notes to view recently updated changes to our product library.
Promoted Articles
View popular or new articles that have been tagged as promoted by our support team
Recently Viewed Articles
Never lose your place and navigate back to your recently viewed articles easily
Get in touch with the Block 64 support team
You can choose the following option to contact support and submit a request to the Block 64 support team
Submitting a Support Request
We have created an easy and simple form to submit a request to the Block 64 support team
The request types available are:
- Support Request
- Deployment Request
- Delivery Request
- Access Request
- General Inquiry
Begin by selecting the request type.
Complete the required sections of the form and select submit
Creating your account
You'll find the sign-in option on our support portal landing page in the top right.
Select Sign In to navigate to the sign-in page
From here there are several options
Sign in to an existing account using your Email and Password.
Create a password for your account if you have already contacted us for support
Create a username and password if you do not already have an existing account
Managing your support requests
Now that you have an account created, you can select the drop-down at the top right of the page by clicking your name.
Select Requests
My Requests
Once you have navigated to Requests, you will be presented with a list of tickets that you have submitted to our support team.
Request Statuses and what they mean
Open
This represents a ticket that has been opened with Block 64 support and is waiting for a response from our team.
Awaiting your reply
This represents a ticket that requires a response prior to further action.
Meeting Scheduled
A meeting has been scheduled with the support agent
Dev escalated
This ticket has been escalated to our development department and is awaiting an internal response.
New Feature Request
The ticket has been classified as NFR and will be investigated by our development department.
Solved
This ticket has been marked solved and will close completely after 5 days in this state. You can reopen this ticket by creating a new response.
Viewing and Responding to a Ticket Request
Navigating to a ticket on your request dashboard will provide you with more information.
On the right side is a section that will give you information about the ticket like request, time submitted and status
On the left, you will see the Title and body.
At the bottom of the body, you will find an option to reply to the ticket. From here you can add CCs, respond and either submit or mark the ticket as solved.