Getting Started with the Helpdesk Portal

To enhance the efficiency and clarity of our communications, we’re introducing our Helpdesk Portal as the central hub for all service support interactions.

On This Page

• Sign in to the portal
• Submit a request (Ticket)
• Track Your Requests (Tickets)
• Update Your requests (Tickets)

By utilizing this system, you’ll have a streamlined way to submit, track, and review support requests, ensuring that every issue is managed precisely and accountable. All communication with our support team will be conducted in English to maintain consistency and clarity across interactions.

In the top right corner, you can independently “Submit a request” for any issue, allowing each request to be addressed separately. Additionally, by navigating to the “Requests” tab in your profile, you can view all previous submissions, making it easy to track the progress and status of each inquiry.

• Sign in to the portal

The Sign In button is located in the upper-right corner of the webpage. If your browser has saved your login credentials from a previous visit, you will see an icon and your username displayed.

We have already created an account for you using the contact email you provided to our Sales team when you first started with us. If you haven’t set a password yet or missed the email prompting you to do so, please use the “Forgot your password?” feature on the login page to complete your setup.




We strongly recommend that you log in even before you browse our documentation if you don't mind. This allows us to gain an overview of your activity and saves time by preventing us from referencing articles you may have already viewed. Just so you know, being logged in also enables us to identify your account quickly, making sure you receive personalized assistance.

Logging in before submitting a request will also save time in identifying your account, enabling us to provide faster, more personalized assistance.

• Submit a request (Ticket)

In case you need help setting up or configuring your service, please first check the documentation and FAQs of the extension. Your question might have been answered already.

You can quickly search through the documentation by entering keywords related to your request in the search bar. For example, try typing “Price policy” to find relevant information.

If you haven’t found the answer to your question, or if something in an article is unclear, please feel free to submit a request.

Clicking this button will take you directly to the request submission form, as shown below.

1. From listed categories, please pick the one that is most related to the subject of your request
2. Pick the product your request belongs to 
3. Your email, where you will receive notification, as soon as your request gets the response
4. Here describe your request or problem in as much detail as possible. 
   
5. If relevant, please include screenshots or screen captures (videos). Ensure the screenshots show the full screen without cropping. If needed, you can highlight the specific area of the issue for clarity.
6. Press "Submit".

Your request was submitted and through working hours agent will check it within one hour. 

• Track your requests (tickets)

When you are logged in in the right upper corner you can see an icon with your login name, by clicking on it smaller menu will unfold, navigate to requests. 

In this section, you will be able to overview all of the submitted requests and their current statuses. 


By clicking on a request, you can view the complete history of the conversation, regardless of the ticket's status. This allows you to revisit the ticket at any time to review specific details or refresh your understanding.

You don’t need to worry about missing a response from the agent. Along with the agent’s reply appearing here, you’ll also receive an email notification.

• Update your requests (tickets)

You can enter updates to the ticket if needed. Just type it in the form below and press "Submit"

You’re welcome to close your ticket by clicking "Mark as Solved" if you’ve received the required answer.

Alternatively, you can respond (update) your ticket by replying to the notification email you received. If this method is more convenient for you, we kindly ask you to follow these guidelines:

• Do not include the communication history in your response.
• Avoid introducing new topics in your reply. If you have a different question or are facing an unrelated issue, please create a new request or send a separate email to support@promotron.com.