Overview
M-Files Support Portal provides an efficient way for you to submit support tickets, track and manage your organization's cases. Registered users, who have been approved and are controlled by the organization's M-Files Support Portal Admin, have access to all the support cases opened by the organization.
Please note: If you purchased your M-Files subscription from an M-Files reseller or partner, contact the reseller for any support requests.
The following guide will walk you through the steps needed to obtain access.
The portal login is used for creating, monitoring, and responding to support cases.
Please also note, that the Support Articles in the M-Files Support Portal do not need login access as this information is open to everyone.
How to get access to submit and manage cases
Please reach out to your M-Files Support Portal Admin, who is going to be a point of contact internal to your organization that may have a business or process decision role related to your M-Files platform.
Indicate to him that you wish to gain access to the M-Files Support Portal. Your M-Files Support Portal Admin can activate your access.
- Support Portal Admin can activate your access by logging to the portal and then choosing "Account Management".
- There the Support Portal Admin can see all the contacts registered to your organization account and enable or disable users' portal access.
- After enabling the access, the enabled user will get an automatic email to set the password. If access was disabled, no email is sent.
If you’re unsure about your Support Portal Administrator, unable to reach him easily, or encountering issues with Support Portal login, simply call Technical Support. Leave a voicemail, and a Support Specialist will promptly contact you in the order your call was received. You can find the support phone numbers on the Contact page: Contact | M-Files.
Support for M-Files Support Portal Admins
If you are M-Files Support Portal Admin, please contact us directly if any questions or issues:
- You can't log in at all to M-Files Support Portal.
- You can't see user's name in the contact list who would need Support Portal access. In case of new users, we need to know the user's name and email address. We can then add the users, and you can enable them afterward.
- You want to remove user totally from the list, not just disable.
The M-Files Support Portal Admin can contact M-Files support via creating a support ticket via M-Files Support Portal, or calling Technical Support and leaving a voicemail. The support phone numbers are here: Contact | M-Files.
Recommendation
We recommend M-Files Support Portal Admin periodically review Support Portal accesses and remove any unnecessary access rights by disabling the users. In M-Files Support Portal users can see all the support tickets opened by your organization.
FAQ
- Which users can the Support Portal Admin activate?
Answer: The Support Portal Admin can see and can activate those users who are contacts under the same account. If a contact is missing, please have your Support Portal Admin contact Support via a ticket or phone and leave a voicemail. The support phone numbers are here: Contact | M-Files. We need to know the first name, last name, and email address that belongs to your company's domain.
- Why doesn't M-Files simply activate the contacts in the portal ahead of time? Why have the customer's Support Portal Admin to do it instead?
Answer: In the Support Portal, users can see confidential material in the cases, e.g. names, customer documents, etc. Users don't only see the cases they have created but all the cases under that account. In M-Files, we respect our customers' privacy and data security, and we want the customer to control who gets access to their own information. The customer is also responsible for disabling the users. If person X leaves the company, X will still see the cases in the Support Portal after that unless they are disabled. In M-Files, we can't know which persons are working for the company.
- Do customers need to log in to the portal every time they are answering the cases?
Answer: Once the ticket has been created via the Support Portal, communication and updates on the ticket can then continue using the Support Portal or via email as preferred.
