How to sign into the Support Portal
Why do I have to sign in to submit a ticket?
Finalsite’s software allows schools to choose which admins have ticketing permissions. This helps to ensure that the requests for your website respect the same internal workflows/authorizations you already have in place.
Log into the admin side of your site. Then from the support menu (top or left-hand navigation) select "Support Portal."
How to submit a ticket from the Support Portal
From the support navigation, shown above, you can click "Submit a ticket" or, from within the support portal, you can also select "Submit a ticket" form the top navigation.
Submit a normal or urgent ticket via email
If for any reason you cannot log into the support portal you can e-mail support at firstname.lastname@example.org. Please be sure to include as much information as possible so that we can provide assistance.
You can also create an Urgent ticket via email simply by sending an email to email@example.com or firstname.lastname@example.org (both do the same thing). Remember to include in the email:
Your school/account name
Brief description of problem
Phone number if you would like a callback
Support phone numbers
Monday-Friday, 8:00am-8:00pm Eastern Time (GMT -5 hours, -4 hours in DST)
1-844-322-8109 (toll-free) add to contacts
1-703-574-2266 (outside North America)
Outside of normal business hours, you may submit a voicemail support ticket.
Finalsite UK's phone support is available Monday-Friday, 9:00am-5:00pm (BST / GMT+1hour)
(44) 800 060 8857 (United Kingdom)
If you're calling for the first time, you may need to enter your Customer ID. You can access your Customer ID while logged into our support portal at the upper-right corner of the page. Don't worry, you'll only need to enter this once if you're calling from the same phone number.
Please see our article on "What to do when your site is down" for additional troubleshooting measures.