⏱️ Estimated time: 3 minutes

👤 Role: All Users, Managers, and Owners

The Journey Support Help Centre is a great place to find answers to your product questions, check the latest updates on your support tickets, and add additional information for our team to review.

What you'll learn:

• How to sign into the Support Portal to view your current and historical tickets

• How to access tickets logged by other users within your organisation or property group

• How to update your existing tickets with comments, replies, or closure requests

When should I use this?

Use this process whenever you need to track the progress of an open issue, provide additional context to the Journey Support Team, or oversee tickets submitted across your entire organisation.

Key Logic: Viewing tickets directly within the portal gives you a complete, real-time breakdown of ticket statuses, ensuring transparency and preventing duplicate requests from being raised by different team members.

Before you start:

• Ensure you have registered your email address on the Support Portal. If you need to register, please follow the steps in our "Signing-Up to the Support Help Centre" article first: https://support.journey.travel/portal/en/kb/articles/signing-up-for-the-help-centre

• Gather your login credentials (email address and password).

Step 1: Sign into the Help Centre

To view or manage any tickets, you must first authenticate your account on the portal.

1. Navigate to the Support Portal and click either Sign In on the menu at the top of the screen or the Tickets link on the main page.

2. Enter your email address and password, then click Login.

Important Notice: If you have forgotten your password, you can use this same screen to trigger a password reset link.

Step 2: View your personal tickets

Once logged in, you can immediately access any tickets that you have personally raised or been copied on.

1. From the main page, click on My Area at the top of the screen or the Tickets link.

2. By default, you will be placed in the My Tickets view, which displays all of your current and past requests alongside their live status.

Important Notice: If you have been CC'd on an email that created a ticket, it will not appear in the "My Tickets" view. You must select the CC'd Tickets view to see these requests.

Step 3: View tickets logged by other users in your organisation

If you are a manager or owner, you may need visibility over all tickets logged by your property's team.

1. If you do not have this visibility yet, please email the Journey Support Team at support@journey.travel to request that this option be enabled for your user account.

2. Once the capability is enabled, navigate back to the My Area screen.

3. Locate and click on the Team view options to browse all active and historical tickets raised by your organisation.

Step 4: View tickets across a group of multiple properties

For administrators, managers, or owners overseeing several distinct properties, you can consolidate your views into a single account.

1. To request multi-property access, email support@journey.travel stating your position in the organisation and exactly which properties you need to oversee.

Important Notice: For data security, the Journey Support Team closely vets these requests and may need to obtain further authorisation from a senior manager or owner before provisioning this access.

2. Once access is granted, look for the All Accounts menu dropdown at the top of the screen.

3. Combine this dropdown with the Team Tickets view to display all tickets across all of your authorised properties simultaneously.

4. To isolate a single location, click the All Accounts dropdown menu and select the specific property you wish to view.

Step 5: View updates and reply to a ticket

You can easily add information or respond to questions from our specialists to keep your ticket moving forward.

1. Click on the specific Ticket Subject from your list view to open the full ticket history and see any comments added by yourself or the Journey Support Team.

2. To add information, choose one of the following communication methods:

• Option A: Click Reply. This updates the ticket via an email notification. Anyone who is currently CC'd on the ticket will also receive a copy of your message.

• Option B: Click Comment. This updates the ticket silently within the portal without broadcasting an email notification to other CC'd contacts.

Best practice:

• Close resolved tickets: If you have managed to resolve the issue yourself before our team responds, please open the ticket and use the Comment button to let us know we can safely close it.

• Keep loops clean: Use Reply only when you want everyone involved in the initial issue to stay updated. Use Comment for minor asset attachments or direct notes to the technician.

• Need an extra hand?: If you encounter any issues accessing your dashboard or need permissions updated quickly, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.