Help and support
Help is one click away, from any screen.
One Help menu inside PortaPro holds the Help Center, Ask Kygo for instant answers, and PortaPro Support for a ticket a real person answers. Paste in a screenshot, get a ticket number, and read the reply in the app and in your email.
From a question to an answer, without leaving PortaPro.
Every request becomes a ticket with a number, and every reply stays on it.
Step 1
Open the Help menu
Click the question mark icon and choose PortaPro Support. On a computer the support page opens in a new tab, so the screen you're asking about stays right where it was. On a phone it's Contact PortaPro Support in the menu.Step 2
Say what it's about
Pick a topic, add a subject and describe what happened, typing or talking into the microphone. Paste a copied screenshot straight from your snipping tool or add a photo, then tap it to check it full size before you send.Step 3
Get a ticket number
The number shows up as soon as you send, like PP-1042, and a confirmation email arrives with the same number in the subject.Step 4
Read the answer where you work
The reply lands in the app with a bell and a push notification, and in your email, or as a text if you turn texts on. When something on your account was changed, the reply lists exactly what was done.
Kygo answers the quick ones.
A person answers every ticket.
Ask Kygo answers from the PortaPro help docs in seconds. When you need a person, PortaPro Support puts your question in front of one, and the reply comes back signed PortaPro Support.
Everything for getting help, behind one icon.
The question mark sits in the bar along the bottom of the screen with the sidebar layout, and in the top bar with the top-menu layout. On a phone, the same choices are in the menu.
- Help Center
- Guides and how-tos for every part of PortaPro, opened in a new tab so you keep your place in the app.
- Ask Kygo
- Instant answers from the PortaPro docs in a panel beside the app. On a computer the page makes room, so you can follow the steps while you read.
- PortaPro Support
- A ticket a real person answers. A blue dot on the question mark tells you a reply is waiting.
- Quick Search
- The search box in the navigation jumps to any page or finds a customer, contact or site. Click the info icon inside the box for a reminder of what it finds.
- In the truck
- Drivers and mechanics open Help Center and Contact PortaPro Support from the menu in the driver app, and send photos straight from the phone.
Questions operators ask
Who can open a support ticket?
Everyone on your team: owners, admins, dispatchers, drivers and mechanics, including a driver signed in on a shared truck iPad. It's included on every plan. Customers on your customer portal don't see it; they contact you, not PortaPro.
Does PortaPro take a screenshot of my screen?
No. Nothing is captured automatically. You attach exactly what you want us to see by pasting a screenshot or adding a photo or PDF, up to six per message. When you open a request from the Help menu we can see which page you were on, so you don't have to describe where you were.
Where do replies show up?
In the app, with a bell and a push notification, and by email with the ticket number in the subject. You can also turn on texts in your notification settings. Reply inside the app so the whole conversation stays on the ticket.
Is this the same as the Inbox?
No. The Inbox is your company talking with your own customers. PortaPro Support is you talking with us, the people who make PortaPro. Your customers never see your support tickets.
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