Getting started: Support Ticket Portal and Status Page

This guide explains how to make the most of your Support Portal. By completing these steps, you will be able to view your tickets, monitor your organisation’s requests, submit new issues, and check live service information all designed to provide a smoother and more transparent support experience.

This article covers how to:

1. Verify your Support Portal account
2. View your own tickets
3. View your organisation’s tickets
4. Submit a support request
5. Use the Smart‑Status page

1. Why verification is important

Verifying your account ensures you have full access to all available support features.

Once verified, you can:

1. Log into the Support Portal
2. View and track your own support requests
3. Access organisation-wide tickets (if you have the required permissions)
4. Access additional knowledge base content
5. Benefit from a more streamlined support process

How to verify your account

1. Check your email inbox for a message titled “Welcome to Support” or “Verify your email”.
2. Open the email and select Verify Email.
3. Create a password when prompted.
4. After completing these steps, you can log into the Support Portal.

If you did not receive the verification email

You can request a new one:

1. Go to the Support Portal login page.
2. Enter your email address.
3. Select Forgot password?
4. A new verification or reset link will be sent to you.

2. Viewing Your Tickets

You can easily track the status of your support requests from your portal.

To view your own tickets

1. Log in to the Support Portal.
2. Select My Activities from the top-right menu.
3. Click Requests.
4. You will be able to see:
   1. Tickets you have created
   2. Tickets where you are copied (CC’d)

3. Viewing Organisation Tickets

If you are a site contact, property manager, or administrator, you may have access to all tickets created by members of your organisation.

To view organisation-wide requests

1. Go to My Activities.
2. Select Organization Requests.
3. A list of tickets created by users at your site or organisation will be displayed.

This provides visibility into recurring issues, trends, and team-wide concerns.

4. Submitting a New Support Ticket

Submitting a ticket through the portal allows for faster and more accurate handling of your request.

How to submit a ticket

1. Log in to the Support Portal.
2. Select Submit a Request at the top of the page.
3. Complete the form with:
   1. The issue category
   2. A description of the problem
   3. Relevant contact information
   4. Optional attachments (screenshots, documents, etc.)
4. Select Submit.

You will receive an email confirming your ticket has been created. You can view updates under My Activities.

5. Using the Smart‑Status Page

The Smart‑Status page provides live information about the service status at your location.

What the Smart‑Status page shows

1. Any active incidents
2. Planned maintenance
3. Resolved incidents

How to use the Smart‑Status page

1. Open the Smart‑Status link https://smart-status.superloop.com/ 
2. Check your address.
3. Review the real-time and notifications.

If an issue is already listed, the support team is aware and working on it. You only need to submit a ticket if your experience differs from what is shown.

Need Assistance?

If you have trouble verifying your account, accessing tickets, or logging in, please contact support or submit a new request. Our team is ready to assist you.