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  • 1.  Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 10-31-2017 19:26
    No replies, thread closed.


  • 2.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 10-31-2017 19:55
    No replies, thread closed.

    Hi, Rogier - Thanks for letting us know about this issue. I've escalated it to our IT department as this sounds like an issue with the portal itself. I will keep you posted on information as it becomes available to me.

     

    Thanks,

    Ashley



  • 3.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 10-31-2017 19:58
    No replies, thread closed.

    Yes I know a few others with same problem...but you can't create a ticket with no access to portal.

     

    Yesterday I send an e-mail with this issue to support in reply to an update e-mail of a case..no answer and still don't know what is going on with my cases...

     

    Not happy, not happy at all.



  • 4.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 10-31-2017 20:35
    No replies, thread closed.

    Hi, Rogier - Please check your email to see if that password reset helps. If you didn't receive anything in your email, contact our PureCloud Care team and let them know you cannot access the portal to create or update tickets. https://help.mypurecloud.com/articles/purecloud-phone-support/

     

    I believe this will be your best option right now. I sincerely apologize for the frustration. I hope this problem is fixed soon.

     

    Thanks,

    Ashley



  • 5.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 10-31-2017 20:42
    No replies, thread closed.

    Got the e-mail, but now

    "Sorry, you can't access Customer Care - MySupport because you are not assigned this app in Okta."

     

     



  • 6.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 11-01-2017 15:59
    No replies, thread closed.

    Rogier,

     

    I apologize that you're still running in to issue getting access to the My Support Portal. If the password reset failed then we'll need to get you in touch with our Admin team to get this issue resolved. I've gone ahead and sent an email to that team and included you so you can respond if they have further questions.

     

     

    Thanks,

    Josh May

    PureCloud Customer Care - Sr Technical Team Lead

     



  • 7.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 11-02-2017 11:12
    No replies, thread closed.

    MySupport is working again and the SAML error is found.

    Thanks @Ashley Timbrook? and @Josh May? 



  • 8.  RE: Can't login to Genesys Service Portal, I have multiple high priority tickets that I can't update now! How can help me out?

    Posted 11-02-2017 13:17
    No replies, thread closed.

    Great news! Thanks for letting us know!



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