Create a Searchspring Help Desk Account to Submit Zendesk Tickets – Searchspring Help Desk

Overview

As of September 12th, 2023, the email addresses support@searchspring.com and support@searchspring.net can no longer be used to create support tickets. Any tickets submitted through these email addresses will automatically be closed and unmonitored. You will receive an auto-response containing instructions on how to submit a ticket through the proper support channel.

To ensure a seamless support experience, we encourage you to create a Searchspring Help Desk account for all your future support requests. Here are the advantages of creating an account and submitting tickets via our Help Desk,

Enhanced Ticket Tracking: You can easily track the status and progress of your support requests, providing you with greater visibility into the resolution process.
Centralized Communication: All support-related communications are centralized in one place, preventing any information from getting lost or misplaced in email threads.
Improved Customer Experience: By utilizing our Help Desk, we can better understand your support needs, enabling us to offer more personalized and tailored assistance, and enhancing your overall customer experience.
Enabling Self-Service Resources: In the coming months, our goal is to bolster our knowledge base and self-service resources, empowering you to find quick answers to common questions or issues.

Step 1 - Access the Searchspring Help Desk Sign Up Page

To get started with submitting a support request, follow the steps below to create your Searchspring Help Desk account:

Launch your web browser and navigate to Searchspring's Help Desk website at https://help.searchspring.net
On the top right corner, click on the “Sign in” link. This will redirect you to the account sign-in page.
Click on the link “Sign up"

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Step 2 - Create your account

On the account creation page, enter your full name. This name will appear on your Searchspring Help Desk profile in Zendesk and in all communications with our Support team.

2. Enter your valid email address in the designated field. Ensure that the email address you provide is active and accessible, as Searchspring’s Help Desk will send a verification email to this address.

Note: For those who have previously submitted tickets through email and haven't created a Searchspring Help Desk account yet, we highly recommend using the same email address for your ticket submissions. By doing this, you will gain access to view both your current and past tickets conveniently.

If you decide to use the same email address to sign up, you will receive a notification that an account already exists for Searchspring Help Desk. To proceed, you will click on "reset your password," and during this process, you will be prompted to set a password.

Step 3 - Verify Your Email Address

Check your inbox for an email from Seachspring’s Help Desk. If you don’t see it in your inbox, make sure to check your spam or junk folder.
Open the email and click on the link provided to create your password. You will be prompted to set a password for your Searchspring Help Desk account.

Step 4: Start Using Your Seachspring Help Desk Account

After successfully creating your account and logging in, you can submit a ticket request and manage your tickets under your user account profile, "My activities".
You will see the tickets you have submitted under the "My requests" tab. The tickets that you are also CC'd on, they will appear under the "Requests I'm CC'd on" tab.
*Make sure you're logged in by checking for your profile name in the top right corner. This ensures your tickets are linked to your user account.
When submitting a request to our Support team, please provide detailed information about the changes or issues to help us assist you more efficiently.

Note: The Organization field will appear if you are part of multiple organization accounts. Please select the one associated with the domain you are reporting on. If you do not see the correct organization account on the list, please submit a ticket letting us know, and our team will get you added.

Frequently Asked Questions (FAQ)

How do I reset my password?
To reset your password in Zendesk, go to the login page and click on the "Forgot Password?" link. Enter the email address associated with your account and submit. Check your inbox for a password reset link, and if you don’t see it, check your spam folder. Follow the link, set a new password, and save it. You can then log in with your updated password.
Why should I manually add a CC user instead of forwarding an email?
Manually adding a CC user ensures they receive all future ticket updates and communications.
What happens if I forward an email instead of adding a CC?
Forwarding an email sends a copy of the message but doesn't associate the recipient with the ticket, meaning they won’t receive future updates if they respond.

FAQ