How to use the Labguru Support Portal

Why Use the Support Portal?

The Support Portal is designed to make your experience smoother and more productive:

• Faster Service - the structured ticketing process ensures we receive all necessary information upfront, streamlining our workflow and speeding up resolution times.
• Clearer Conversations - easily track the history of your requests and maintain organized communication compared to a regular chat window.
• Structured Submissions - categorize and detail your issue clearly, reducing unnecessary back-and-forth.

How to Use the Support Portal

1. Creating a Request or Ticket

Follow these steps to submit a new request:

1. Log in to the Support Portal.
2. Click “Submit a Request”.
3. Fill in all required fields, including category, description, and any attachments.
4. Submit your ticket.

2. Reviewing Your Open Tickets

To check the status of your existing tickets:

1. Log in to the Support Portal.
2. Navigate to “My Requests”.
3. Review the status, updates, and responses from our team.

FAQs

Q: Do I need a separate login for the Support Portal?
A: No. The portal uses Single Sign-On (SSO), so you can log in with your existing Labguru credentials.

Q: Can I still use chat for quick questions?
A: Yes! The chat function remains available for simple inquiries or immediate assistance.

Q: Which types of conversations can I keep track of?
A: Anything sent to the team! Requests/tickets through the portal, chats, and even email sent to support@cenevo.com. 

Q: What if I need to attach files or screenshots?
A: You can upload attachments directly when submitting your request in the portal.

Q: How will I know when my ticket is updated?
A: You’ll receive email notifications whenever there’s an update to your ticket.