Help Desk Portal Registration and Troubleshooting

Help Desk Portal Registration and Troubleshooting

Overview

The Help Desk Portal is sometimes referred to as the Support Portal. It has been implemented by Blue Bison to serve our clients better and offers many benefits. To access the Portal, registration is required. There are some of our clients who have issues during the registration process. This 5-min read outlines the steps to sign up and also highlights troubleshooting that users may follow if they experience problems during the process.
Additional information:
Once you have registered, you may click this to see all the benefits you can get from the Help Desk Portal.
Instructions on its use are also provided. 

Steps to Register 

Invitation to the Help Desk Portal is typically provided in training. For those clients who have gone through training before the Support Portal was implemented, it is advised that they contact Blue Bison and express their desire to access the Help Desk Portal.                                                        

1.      Provide the Email Address for the Invitation

An email will be sent to the email address that you indicate. By default, the invitation will be sent to the email address you use to contact us unless stated otherwise. 
 

Fig 1. Showing Redacted Support Portal Invitation

2.      Accept the Invitation

There are two ways for you to accept the invitation.
  1. You may select the "Accept the Invitation" button.
     Fig 2. Showing An Option to Register
  2. You may also choose to select the "click here" link. 
    Fig 3. Showing An Option to Register

3.      Create and Confirm Password

Once you have selected the invitation (see Step 2 above), you will be taken to the portal's 'Create Password' page. Here, you will be prompted to create and confirm your password.


Fig 4. Showing the Support Portal's Create Password Page

Once password has  created your password, you will gain access to the Help Desk Portal immediately. 

Note:
Your username to access the Help Desk Portal is the email address that the invitation was sent to.    


Troubleshooting the Portal Registration Process

Despite Blue Bison issuing the invitation to clients, there are times when users find that they cannot register. A few of these reasons along with recommendations addressing these problems are listed here.

1.      Invitation not Found in Email Inbox

All invitations are sent to clients from this email address: bbsupport@bluebisonsoftware.com.  If clients cannot find the invitation email within their inbox, they may check the spam folder. 
To get emails from this address to go directly to your inbox, you may:
  1. Add the email to your contacts list, and/or
  2. Set up spam filters
Additional Information:
Configurations may differ based on your email service provider. For example, setting up filters for Gmail is different from that of Outlook.
For instructions on how to set up the filter process that prevents specified emails from heading into the spam folder, it is best to contact your IT department.

2.      Invitation Expired or Not Able to Create Password

Users might have located the Invitation email but still experience difficulties getting to the 'Create Password' page.
In this case, users may have selected the wrong link or took too long to accept the invitation. Both situations are addressed in this section.
  1. Ensure that you have selected the right link.
    Fig 5. Showing Links To Select
     
  2. Complete the registration process (as outlined in Step 2 above). For security reasons, the invitation is time-bound.
Note:
Even if you are not ready to access the Support Portal, you are still advised to register as soon as you have received the invite.
This should prevent you from having issues regarding expired invites.

If you have problems registering for the Support Portal, do not hesitate to reach out to us. You may send an email to bbsupport@bluebisonsoftware.com or use the Support Portal's Chat Feature located at the bottom left of the screen.

Fig 6. Showing the Portal's Chat Feature


Alternatively, you can submit a ticket.

Fig 7. Showing the Portal's Ticket Feature


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