Welcome to our new support portal!

In many ways, the new support portal is similar to the old support portal! You’ll use it to submit new tickets and to review and update existing tickets. It’s still the best way to communicate with us around your support needs!

What’s Staying the Same

• You can still access the portal at support.messageagency.com
• You’ll be asked to log in to access your tickets
• You’ll use the portal to submit new tickets
• You can view tickets you’ve submitted as well as tickets submitted by other users in your organization
• You can add comments and information to an existing ticket, as well as view updates from us
• You can still @ us directly in comments
• You will get email notifications when we receive your ticket, as well as for any updates
• If you have access to Confluence for documentation, your login and access for that will remain as is
• All your existing tickets will have migrated to the new system

What’s New

New look! Things have moved around slightly, so be sure to review the user documentation we've created for you online.  Here's what else is new:

In addition to support.messageagency.com, you can log in at https://clientportal.techimpact.org/home

You’ll still log in with your email address and a password – but you’ll need to set that password for your first login. We’ll be sending you a welcome email with a link to do this, but you can also click the Forgotten Password link on the login screen.

You’ll be able to respond to notification emails you receive to update a ticket.  You can also create a ticket via email!

Our ticket types have been simplified, so it’s easier to submit tickets.

You’ll be able to pre-approve a set number of hours for a ticket, to expedite us getting it on the schedule. If we estimate we’ll need more than those hours, we’ll let you know! (This is not required, so you can always wait for the full estimate before making a decision to move forward.)

Some Things to Note

Attachments and some comment data (for example, references to other users) did not all carry over exactly. Comments from tickets that have not been updated since June 2024 were not migrated.  If you need to reference something you think is missing, please let us know!

This portal is used across Tech Impact, so if you work with our Managed IT Services team as well, you’ll be able to manage everything through one portal, without having to juggle multiple logins.

If you do work with multiple teams here, you may see a few extra buttons to help you keep things organized! See the Important Note for Managed IT Services Users in our documentation.

If you have multiple support contracts or websites with us, you no longer need to use different forms to submit a request! Just choose the site you’re requesting on the form itself.

If you have a project with us in addition to support, you’ll no longer submit User Acceptance Testing tickets mixed in with support tickets. They have now been separated into their own sections to avoid confusion.

Trouble? Get in Touch!

If you have any issues logging in, please email [email protected] starting on September 29.