How to view past help requests

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How to View Past Help Requests

Introduction

In ActiveCampaign, the ability to track and view past help requests is an essential feature for users who want to monitor the progress of their support inquiries. This feature allows you to stay informed about the status of any submitted tickets to the Customer Experience Team, ensuring that you have visibility into your account's support issues. Whether you need to refer back to a previous concern or check on the resolution of an ongoing issue, accessing your help requests is quick and straightforward.

How to Access This Feature

To view your past help requests in ActiveCampaign, you need to have a user account. It is important to note that if you do not have an account, you will need to contact an Admin on your account for assistance. Additionally, resellers are unable to view help requests made by the accounts they manage.

Step-by-Step Instructions

To view your past help requests, follow these step-by-step instructions:

1. Log into your ActiveCampaign account using your credentials.
2. Click on your profile icon located in the upper right corner of the dashboard.
3. From the dropdown menu, select View support tickets.

Once you have completed these steps, you will see a list of all the help requests you have submitted to the Customer Experience Team.

Configuration Options and Settings

While viewing past help requests does not involve extensive configuration options, understanding how to navigate within your user account is vital. Key elements to be familiar with include:

• Your profile icon: This is where you access your account settings and support requests.
• View support tickets: This option allows you to access the history of your submitted help requests.

Best Practices and Tips

- Always ensure that you are logged into your ActiveCampaign account before attempting to view help requests. If you are not an account holder, coordinate with your Admin to streamline your access. - If you find yourself frequently needing to view past support requests, consider documenting any important insights or resolutions that may benefit future inquiries.

Common Use Cases with Examples

1. **Reference Past Issues**: If you previously reported a problem with an email campaign and have since resolved it, reviewing the original help request can provide context for future reference. 2. **Track Response Times**: By examining past help requests, users can evaluate response times from the Customer Experience Team and adjust expectations accordingly. 3. **Resolution Follow-up**: When a help request is resolved, checking the details of the solution can be valuable for preventing similar issues in the future.

Troubleshooting

If you encounter difficulties while trying to view your help requests, consider these troubleshooting tips: - Ensure that you are logged into the correct ActiveCampaign account associated with the help requests. - If you do not see your submitted tickets, verify that you have indeed submitted help requests and that your account is properly configured. - For resellers, remember that you cannot access requests made by other accounts you manage.

FAQ

1. Can I view help requests submitted by other users in my account?

No, you can only view help requests that you personally submitted.

2. What should I do if I don't have a user account?

You need to reach out to an Admin on your account to get your user account set up.

3. Are there any plan restrictions for viewing past help requests?

No, the ability to view past help requests is available for all ActiveCampaign plans.

4. How long are past help requests retained?

The documentation does not specify a retention period, so they should be available as long as your account is active.

5. What if I cannot find my help request in the list?

Check to ensure you are logged into the correct account and verify that the help request was submitted successfully.

6. Can I edit my help requests after submission?

No, once a help request is submitted, it cannot be edited. You would need to create a new request if additional information is needed.

7. How do I submit a new help request if I need further assistance?

While this article focuses on viewing past requests, to submit a new help request, typically, you would navigate to the support section in your account and follow the prompts to submit a new ticket.

Related Features

For more information on other support features in ActiveCampaign, you may refer to the following articles: - Help Center - Support

By following this guide, you can easily navigate your ActiveCampaign user account to review your help requests and enhance your support experience. ```