Welcome to the Support Portal, commonly referred to as the Supportal. This document provides you with the information necessary to receive support from Jive Software.
Jive's Support Portal is an instance of Clearspace Community 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.
What do you need to know?
How do I login?
Log in at any point while visiting http://www.jivesoftware.com/communities.
If you have not yet created an account, please do so using your company email address:
Once your registration/login is complete (assuming we already have you registered as a contact for your company), you will automatically be given access to your company support community.
Where is our company's support community?
Once logged in, you will see your company name listed in Communities on our main Support page:
If you are not seeing your community, we likely do not have your record associated with your company. Please email email@example.com so we can create this association for you.
How do I create a case? And what are all these fields?
You can either email firstname.lastname@example.org, or manually create a case in your support community.
On your community's main page, choose Create a Case from the Actions menu.
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 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 every case in your community, use the "Receive Email Notifications" link in the Notfications menu on your company's community main page. To manage your watch/notification email settings, 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 support community?
Jive employees can see all content in your community. Each community has an associated group that controls its View rights. Employees of each company are added to the appropriate group.
How can my co-worker get access to the Supportal?
We are working on a better solution to let more people view and submit cases, but our current process is to have the user create an account for themselves, and to then either create a case in the Supportal, or email email@example.com, with the following information:
Subject: Add coworker to Supportal
Body: First and last name, email address, and their Jive Community username, if they have already registered on our site. If they haven't, they can register after we have added them as a contact, making sure to use the email address you have given us.
We recommend you read the Support Community Best Practices document to familiarize yourself with the best ways to give us what we need to better solve your cases.
Please let us know if you encounter any problems within the Support Portal, or if you have any suggestions for how we can improve your experience: