3. Magic Link Login - Use the security link to sign into the SUPERHUB Support Center.  An email from support@freshworks.com will be sent to you after entering your email address. Simply click "Login to Account" to sign into the Support Center.  

No passwords need to be set up and only registered emails will be able to receive the email. If you are unable to receive the email, we suggest: 

• • Checking the Junk Mailbox Folder
  • Check if the accounts have Support Center Access in MyHUB

Also please take note of the following:

• • Magic Link is the ONLY available option (SSO sign-in is unavailable)
  • Each login attempt requires Magic Link verifications

4. The Portal - After successfully logging into the portal, you will see this page.

1.  It is a quick way for you to search for different solutions and your ticket history

2. An easy service portal for you to search the solution guidebooks and log any tickets

3. Your icon allows you to view your profile or any announcements

4. The menu allows you to view the tickets you have logged, services available and the solutions library 

5. Allows you to view the status of any open tickets you have recently logged

5. Browse Knowledge Library - The solution guidebook will have a list of useful articles for any FAQs we have received. IT admins can try to find solutions in this knowledge library and attempt to self-fix. We will continuously be updating articles in this solution base, from M365 solutions to different products that are sold at SUPERHUB.

If self-fix is not working, then IT admins can log the ticket with SUPERHUB via this system. So that we can assist you further. 

6. Sales Enquiry - If you have any enquiry on the pricing of any license, products or solutions; simply log a sales enquiry with us and we will get back to you soon.

7. Order Submission 

Currently Unavailable

8. Raise a Technical Ticket- Raise a ticket if you have an issue, request or enquiry.  It can be a technical issue regarding a service purchased with us, or billing and invoice enquiries. 

1. Click "Raise a Ticket"
2. Select the service that the ticket is related to:
   • Customer Service: Invoice issues, MyHUB issues, Billing Center issues etc.
   • Finance: Payment issues
   • Technical Support: Enquiries/ Request/ Issues with Apps, services and or products purchased at SUPERHUB
3. Fill out the information below and provide us with more information. The more detail you provide the faster we can help you.

1. 1. Select the service type:

1. 1. • Issues: When M365 App/Account/ Product is not functioning properly. E.g., Cannot receive emails in Outlook
      • Enquiry: When you are uncertain about certain settings, you can ask us for advice. E.g., How to setup MFA 
      • Request: Make a request to ask our Support Team to help you. E.g., Setup a new M365 account, reset passwords
        
        
   2. Provide us details about the issues, the below options are available:
      '
      
      • Email Service Related: E.g., unable to receive emails, quarantine emails etc.
      • System Access Related: E.g., Login issues
      • Security Related: E.g., Microsoft Defender related problems
      • Business Application Related: E.g., eLeave issues, Power BI related issues
      • Backup Service Related: E.g., SuperVault backup issues, Backup restore Issues
      • Azure Cloud Service Related: E.g., VMs and Server issues
      • MIT Related: E.g., Printer issues, Server issues, Network issues
      • Teams Phone/ Room Service Related: E.g., Team Voice issues, telephony issues
      • Others: 
      
      You will also need to tell us the items related to the issue. For example, if it is an email related issue, you can choose rather it is Outlook client issue or is storage usage.
      
      
      
      
   3. State the number of users affected
      
   4. Provide us with more details at the description (e.g., when the issue first occurs, the frequency of the issues, etc.,) You can also attach any supporting documents you may have (e.g. the warning message you see).
       
   5. Click "Place Request" after all details are completed. In this pop-up window, ensure your email address is in the requester field and click "Confirm".  (Note: Please do not select "Request for someone else")
      
      
      

For any updates regarding the ticket, you will receive emails for any replies made, the status can also be view in this portal. 

9. Reply a Ticket - The portal allows you to view the conversation for the ticket easily. If you need to reply to us, we suggest replying to us in the system. 

After you click and view the tickets, the reply options are available. 

10. Close a Ticket - At times, the issues might be resolved, and no further assistance is needed from SUPERHUB. You are able to close the ticket from your end, so that our technical support agent will not contact you for further actions.   

11. Monitor Tickets Status - The portal allows you to easily track and monitor the status of each tickets created.  There are two areas where you can monitor the status.

1. Open Tickets can be viewed in the Home Page

2. Alternatively, Select the menu bar on the top left corner and click "Tickets".