Get help in Support Portal
Learn how to get technical assistance in Reltio Support Portal.
You can use the Reltio Support Portal to explore support resources, interact with Sage (our AI Assistant), and submit a request for help or information.
Support Portal Roles and Actions
The Support Portal customizes the available actions based on your assigned role. The following table lists the actions available to each role in the Support Portal.
| Actions | Regular User | Designated Contact | Designated Contact Admin |
|---|---|---|---|
| Submit a Support Request | ✗ | ✓ | ✗ (Only if the admin is also a Designated contact) |
| Manage Designated Contacts list | ✗ | ✗ | ✓ |
| Access the Chatbot | ✓ | ✓ | ✓ |
Note: To know how to configure designated contacts in the Support portal, see Configure designated contacts in the Support Portal.
Explore our support resources
The following resources are available in the Support Portal for troubleshooting and guidance:
- Knowledge Base: Technical articles and how-to guides from the Reltio Support team. Useful for resolving common issues or learning feature workflows.
- Reltio Community: Peer discussions, shared use cases, and best practices from other Reltio users and experts.
Interact with Sage
Sage is an AI assistant on the support portal that helps you troubleshoot issues and find relevant support options. To access Sage, click the messaging widget available at the bottom-right corner of the support portal.
The following support options are available to you:
- Ask product questions
- Request information about designated contacts
- Check the status of enhancement requests
- Submit a support request
For more information, see Sage - Reltio's support AI assistant
Submit a support request
You can submit a support request on the Reltio Support Portal. A Reltio Support Engineer will follow up to help with any product questions, enhancement requests, tasks, or technical issues.
Note: Only designated contacts in your organization can create tickets. If you're not a designated contact, reach out to your organization's Designated Contact Administrator or Customer Success Manager. For more information, see https://reltio.heretto.com/api/get/c-box-techasst-ops-support-customercontacts.dita.
Support requests are of three types: Break-Fix Problems, Tasks, and Product Questions.
- Report a Break-Fix Problem
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Use this request type to report bugs, errors, or unexpected behavior in the platform. To help Reltio Support respond effectively, include the following details:
- Describe the Issue: Explain what is happening versus what you expected. Be as specific as possible.
- Steps to Reproduce: Provide a step-by-step guide on how to replicate the problem. This helps us diagnose the issue quickly.
- Impact Assessment: Describe how the issue is affecting your operations. Understanding the severity and scope helps us prioritize our response. See Severity Definitions in the Support Policy.
- Error Messages and Logs: Include any error messages, codes, or logs that are related to the issue. These often contain key insights for troubleshooting.
- Visual Proof: Screenshots or screen recordings of the issue in action are helpful in understanding the exact nature of the problem.
- Request a Task
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Use this request type when you need help performing a technical action or want to suggest a product improvement. Tasks are of two types:
- Technical tasks: For requesting help with specific actions in your tenant, such as cloning, snapshots, or configuration changes.
- Enhancement requests: For suggesting improvements to existing features or proposing new capabilities.
To help Reltio Support respond effectively, include the following information:- Define the Objective: Clearly describe the outcome you're trying to achieve.This helps us understand the context and purpose of the request.
- Detail the Requirements: Describe the conditions or inputs needed to complete the task. If you're unsure, share what you've already tried or considered.
- Provide a Timeline: Share a timeline so we can prioritize accordingly.
- Ask a Product Question
- Use this request type to ask about Reltio features, clarify documentation, or get guidance on usage best practices. To help Reltio Support respond effectively, include the following details:
- Be Specific: Clearly describe what you're trying to achieve, including any relevant use case details or expected outcomes.
- Include Context: Briefly explain what led to your question. Understanding your workflow helps us tailor our response.
- Reference Materials: Mention any documentation or resources you've already consulted. This helps avoid repeating known guidance.
- Provide Visuals: Whenever possible, include screenshots or recordings to visually illustrate your question.