Supportal FAQ

    Welcome to the Supportal!

    This document provides our customers with the information necessary to receive support from Jive Software.  Jive's Supportal is an instance of Jive SBS where customers can file cases, store related documents, and participate in projects.  It is also where you can give feedback about the Supportal itself.  Cases typically consist of problems, questions, bugs, and feature requests.  Projects are created by our Professional Services department.

     

    Please leave a comment if you think there's something we missed or should clarify.

     

     

    How do I get access to my company's secure space?  And how do I find it?

     

    1. Register for an account here, using your work email address.
    2. Login to jivesoftware.com.
    3. If you cannot see or access your company's secure space (it should be listed in the Support Communities widget here), you need to be added by your company's designated user admin.  Not sure who that person is?  Email accountsupport@jivesoftware.com.

     

    The Group Membership Widget on the overview tab will show you who has access to your secure space.

     

    Where do I get my downloads and license?

     

    They are on the Purchases tab inside My AccountYou can also get there by clicking on My Account at the top of the page, then Purchases.  Users must be registered and logged in to see this, though this information is hidden for our hosted customers since we take care of their deployments.

     

    How do I contact Jive?

    Please submit a case.

     

    How do I create a case?  And what are all these fields?

    Create your case from your secure space or email support@jivesoftware.com.  For email submission, you 1) must have a Jivespace account with Supportal access, and 2) cannot be a member of more than one account/company.

     

    On your secure space main page, choose Create a Case from the Actions menu.

     

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    See a screencast of a new case here.

     

    How will I know when Jive has responded?

    If you create a new case, you will receive a Watch email when a reply is posted.  For any case not created by you, use the Receive Email Notifications link In the Actions menu on the right hand side of the page.  To receive Watches for all content in your secure space, use the Receive Email Notifications link in the Notifications menu on the Overview tab.  To manage your Email Notifications Preferences, go to Your Stuff->Preferences.

     

    How do I reply to a case?

    You can either reply within the Supportal, or reply to your Watch email.  If you are replying within the Supportal, please remember to change the status to Waiting on Jive.  This will alert Support that you have updated your case.  If you are only adding information and need more time to respond, please do keep the status as Waiting on Customer.  If the issue has been resolved, it should be marked as Closed.

     

    Who can see our secure space?

    Only Jive employees and members of your company's group can see the content.  Each space has an associated group that controls its View rights.  Your user admin controls additions and removals to/from the group.

     

    How do I ask about my account if I don't have access to my secure space?

    Please email accountsupport@jivesoftware.com for assistance.

     

    What next?

    We recommend you read the Supportal Best Practices document to familiarize yourself with the best ways to give us what we need to better solve your cases.

     

    Feedback

    Please let us know if you encounter any problems within the Supportal or if you have any suggestions for how we can improve your experience.


     

     

    Thank you,

     

    Jive Support