Managing Showpad support cases

We are here for you

Support has your back

Our technical support service is like no other. The Showpad Technical Support team is here to provide you with an effortless support experience to facilitate your success -- we want to solve your issues and answer your questions quickly and with as little effort from you as possible. We measure our success by your satisfaction with our service. When we don’t leave you satisfied, we want to know why so we can improve your experience for the next time.

Working with Support 

When you become a Showpad customer, our aim is to make your administrators true Showpad champions, either through our onboarding guides on our Help Center or through our Professional Services teams.  Once you are up and running, here's what we expect from you, as our precious customer: 

• We recommend that your Showpad users, learners, and sales leaders consult their admin(s) as first-line support. Your admins are best placed, as they know your company's way of working and the Showpad set-up.
• Beyond that, up to 3 certified admins can contact the Showpad support team.
• When raising a support case, the more information we receive from you from the start, the faster we might find a solution.

Our commitment to you is to: 

• Give you regular updates.
• Be clear about the next steps.
• Make sure you understand what happened when your case is resolved.

If you have a Showpad issue or question and you need to contact our support team, the easiest way to do this is to create an online support case. This profile is also used to interact with our community, so we recommend you sign in by clicking the Sign In tab.

• If you've already contacted Support before, you can retrieve a password by clicking Get a password. 
• If you haven't contacted Showpad Support before, sign up for an account.

Once you're signed in, you can update your profile and see the requests you've created for Showpad Support. Click the request you created and add additional comments if necessary.

1. To create an online case, go to or on the Help button (at the bottom-right of the screen.)
   
2. Enter the subject you'd like to receive information on. You'll see that we suggest our top articles that might help you with your question.
   
3. Clicking the Contact us button will open a form where you need to enter your name, email address, topic, and message. Give us as much information as possible, including business impact and urgency. Where relevant, add a screenshot or screen recording by dragging and dropping files onto this form.
   

Tracking the status of your Support Case

1. To see the list of your cases, choose Sign in at the top right location of the Help Center page if you are not logged in yet.
2. Click your profile and select Requests. You will see your previous cases, and you will be able to filter them by status to find what you're looking for.
   

Note: Want to get to know us? You can meet our support team here.