Overview

The Supermove Customer Portal gives you a convenient way to view, update, and manage all your Product Expert Tickets in one place. Once you're signed in, you can:

• See all your past and current tickets

• Review status updates and full message history

• Reply directly from the portal

• Submit new Product Expert Tickets

• Close a ticket when it's resolved

• (Optional) View all Product Expert Tickets submitted by your entire organization

This guide will walk you through:

• Signing in to the Customer Portal

• Viewing and navigating your requests

• Submitting a new request

• Updating or closing an existing request

Want access to view your full organization’s tickets? Email us at help@supermove.com and we'll enable this permission

Accessing the Customer Portal

Creating a Login

1. Navigate to the Supermove Help Center and click Sign in

2. Select Get a password

3. Enter the email you use to contact Supermove Product Experts and click Submit

4. Close the window and navigate to your email address to create a Password

Viewing Tickets

1. Navigate to the Supermove Help Center and click Sign in

2. Click your Name in the upper right hand corner then select Requests 

Navigating the Customer Portal

Once logged in and from the Request page, you will see there are 3 levels at which you can view --

• My Requests: Tickets you've personally submitted to the Supermove Product Experts Team
• Requests I'm CC'd on: Tickets you have been personally cc'd on to the Supermove Product Experts Team, but you did not submit yourself
• [Pro-Tier] Organization requests: Tickets anyone in your organization has submitted to the Supermove Product Experts Team

Important: New tickets created by email may take 4–8 hours to appear here, but rest assured — our team receives them immediately. 

Submitting a Request

1. Once logged in, select Submit a request near the upper right corner

2. Input all relevant information for the Subject and Description, then Submit

3. Navigate back to My requests to view what you submitted

Note: Tickets submitted from the portal appear within 3-5 minutes

Updating a Request

1. Once logged in, navigate to My Requests

2. Click on the Subject to access the relevant ticket

3. Select Add to conversation 

4. After inputting all relevant information, click Submit

5. Alternatively if your issue is resolved or no longer relevant, you can proactively close the ticket by selecting Mark as solved

Ticket Statuses

Breakdown of the different statuses you will see for Requests

• Open: No response needed at the moment. You are waiting to hear back from the Product Experts Team
• Awaiting your reply: Response needed. Product Experts is waiting to hear back from you
• Solved: Ticket has been closed

Example of what this looks like: