Sisense community is a great source to find answers to your questions. But we understand, that sometimes you can't wait for an answer from the community. In this case, you can submit a ticket to our support team and also track support requests on the Sisense Support website.
- Submitting a support request
- Updating a support request by email
- Updating a support request in My Activities with a comment or CC
- Tracking your support requests
- Tracking your organization's support requests
- Marking a request as solved
- Creating a follow-up to a solved request
Submitting a support request
To submit a support request
- Navigate to https://www.sisense.com, click on 'Customer Login' if you have a Sisense.com account and authenticate
- Click on the 'Support'
- Under 'Stuck? Get help from our Support Team' click on the 'Submit Ticket' button
- Select which type of Sisense organization you are a part of:
- Self-Hosted: You have a current license with Sisense and your organization hosts your Sisense instance either on your own hardware (on premise) or with a third party
- Sisense Cloud: You have a current license with Sisense and Sisense hosts your instance ("Managed Services")
- Sisense Partner: You are a Sisense partner as defined on this page: Partner Ecosystem
- Trial: You are trying out Sisense and do not have a current license with Sisense
- Fill in the corresponding fields of the request. If you are not logged in you will need to provide your email address. If you are logged in, you can add additional users as a carbon copy (CC).
- As you enter the subject of the problem, suggested articles will show up. Please take a look at relevant articles before submitting the request to see if the issue you are facing is addressed in one of these articles.
- Write a description with information about your request. It is helpful to use delineation with bullet points to make your request easier to understand.
- Add any attachments.
The file size limits is 20 MB - Click Submit.
Updating a support request by email
You can update an existing support request ticket with a comment by email.
Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.
- In your email client, create a new email message or forward an existing email.
The email is to the support team. The subject can be anything you want.
- At the top of the body of the email, enter the ticket ID for an existing support request using the following syntax:
#id ticketnumber
For example:
#id 123456
- Leave one blank line after the ticket ID.
- Enter the comment you want to add to the ticket after the blank line.
- Send the email.
Updating a support request in My Activities with a comment, CC, or organization
You can update any existing support request that is not closed with a comment.
You can also add CCs to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the community.
To update an existing support request
- Click your profile icon on the upper-right side of any of the community page, and then click My activities.
By default, the My Activities page displays all requests that you have submitted.
- Click the link for the request you want to update.
- Add a comment to update the request.
- You can add an email address to copy a user on the ticket
When you add a CC to an existing ticket, you must also add a comment.
- If you belong to multiple organizations, you can change the organization for the support request.
- Click Submit.
Tracking your support requests
You can use the forums to track your support requests.
If you belong to multiple organizations, you can also change the organization for a support request when you view it in the forums.
To track your support requests
- Click your profile icon on the upper-right side of any community page, and then click My activities.
By default, the page displays all requests that you have submitted. An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
- To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
- To see details about a request, click the request title.
If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.
Marking a request as solved
You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.
To mark a request as solved
- Click your profile icon in the upper-right side of any page, and then click My activities.
- Click the title of an open request to open it.
- Select the option on the lower side of the request to mark it as solved.
- Enter any comment you want in the reply and click Add Reply.
Creating a follow-up to a solved request
You can reopen a solved request by creating a follow-up ticket.
To create a follow-up to a solved request
- Click your profile icon in the upper-right side of any page, and then click My activities.
- Click All my requests in the sidebar.
- Click the title of a solved request to open it.
Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
- Click the link on the lower side of the request to create a follow-up request.
- Complete the follow-up request and click Submit.