Ask from inside PortaPro
Anyone on your team can reach PortaPro from inside the app: owners, office staff, drivers and mechanics. Each request becomes a ticket with a number like PP-1042. Every reply is kept in one place, so you never have to dig through email to find what we told you.
| Where you are | Where to find it |
|---|---|
| Desktop, sidebar layout | The ? Help icon in the bar along the bottom of the screen, then PortaPro Support |
| Desktop, top-menu layout | The ? Help icon in the top bar, then PortaPro Support |
| Phone or tablet (office) | Open the menu and tap Contact PortaPro Support, near the bottom under Help Center and Ask Kygo |
| Driver and mechanic app | Open the menu and tap Contact PortaPro Support (under Help Center), or go to Profile, Contact Support |
The ? Help icon is one menu with three choices: Help Center (guides and how-tos), Ask Kygo (instant answers from the PortaPro docs) and PortaPro Support (a ticket a real person answers). See Getting Help in PortaPro: the Help Menu for all three.
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Opening a ticket
PortaPro doesn't take a screenshot for you, so attach the pictures you want us to see. When you open a request from the Help menu, we can also see which page you were on, so you don't have to explain where you were.
You'll see your ticket number right away (Sent. Your ticket number is PP-1042.) and we email you a copy with the subject [PP-1042] We got your request.
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Getting the answer
A real person reads every ticket. Replies show the PortaPro logo and are signed PortaPro Support. When we reply you get:
A reply may include a What we did checklist showing exactly what was changed on your account, along with screenshots.
Open PortaPro Support to see all your tickets. A blue dot marks a ticket with a reply you haven't read, and the ? Help icon carries the same dot. The status tells you whose turn it is:
You can also tap Mark resolved yourself, or Reopen a resolved ticket.
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Replying
Reply at the bottom of the ticket, with the same microphone. Add screenshots from the + button (Add screenshot or photo) or paste one with Ctrl+V (Cmd+V on a Mac); a picture goes out with a short note, not on its own. Tap any picture in the conversation, yours or ours, to see it full size; a PDF opens in a new tab. Reply in the app rather than to the email: an email reply reaches our inbox but isn't added to your ticket, so the app is where the whole conversation stays together.
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Seeing your team's tickets
Owners, admins and dispatchers can switch between My tickets and Whole company to see every ticket anyone on the team has opened. Drivers and mechanics see only their own.
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Choosing how you're notified
Go to Settings, Notifications, PortaPro Support, PortaPro Support Replies and pick Bell, Push, Email and/or Text. Text is off until you turn it on. It goes to the mobile number on your profile and needs your company's SMS number to be active.
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Not signed in? Use the form on our website
Locked out, not a PortaPro customer yet, or asking about the mobile app before you have an account? Go to portaprosoftware.com/support and choose Submit a support request. Fill in your name, email, company and phone (optional), What is this about?, a subject and a description, then send it.
You'll see We got your request. with a ticket number like PP-1042, and a confirmation goes to the email you entered. We reply to that address, usually within one business day. Requests from the website are answered by email only; they don't appear in anyone's PortaPro Support list in the app. If you can sign in, use the in-app button instead so the reply shows up in PortaPro too.
PortaPro Support vs. the Inbox
The Inbox is your company talking with your customers. PortaPro Support is you talking with PortaPro, the company that makes the software. Your customers never see your support tickets.
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