What's New: Customer Support Portal

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Kayne Schwarz
Kayne Schwarz Employee
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edited October 2023 in Blog

A new and improved Customer Support Portal is here! On November 22nd, we launched the Customer Support Portal powered by Salesforce.

View of the new Customer Support Portal from a customer perspective.


View of the new Customer Support Portal from a customer perspective.

What Happened? 

The customer support teams that provide you Board platform support moved to a new support tool that improves both the customer experience as well as how our support team manages your support cases. 

When did It Happen? 

Our go-live date for the new Customer Support Portal was November 22nd, 2022.

Why did we do This? 

By moving our support interactions into this new tool, we offer you a more seamless, detailed, and efficient support experience that allows you to: 

  • Submit and edit Board support cases 
  • Track multiple cases from the same dashboard 
  • Connect with the Board support team and provide updates in the same space 
  • Leave feedback after each support interaction
Case creation screen in the new Customer Support Portal.

Case creation screen in the new Customer Support Portal.

Furthermore, the migration to this new tool allows our Board platform support team to connect with and share your support needs with other stakeholders, including your implementation partners, Customer Success Managers, and Key Account Managers.

The Customer Support Portal and Single Sign On

As an added benefit, the new Customer Support Portal will be connected to the new Single Sign On (SSO) solution. Please note that this new SSO solution is now scheduled for late January 2023. We'll provide additional details regarding SSO closer to the launch date.

FAQs

Why is Board making this change? Our goal is to not only provide you with a better customer support experience, but to also unify our online services, providing a unique experience to our users and improving the quality of the services offered.

When will the new Customer Support Portal go live? November 22, 2022.

How do customers log in to the Customer Support Portal? Customers will continue using their userID (email address) to access the new support portal. Furthermore, customers can use the “Forgot Password” link to reset their password, if needed. Alternatively, they can register again at the Customer Support Portal providing their CustomerID.

What new features can customers expect in the new Customer Support Portal? The new Customer Support Portal will contain all existing functionality available today in the current portal and will offer a few enhancements, including:

  • Improved self service area
  • A case dashboard that provides a summary of current cases and their status
  • Simplified user interface


What will happen to your open cases? All open cases as of April 2020 have been imported into the new platform and are visible after first login.

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Board Customer Support Portal.pdf

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