Who can contact support?
Only your organisation’s designated support contacts should raise queries with our support team. Thrive acts as second-line support for your platform and contentt, meaning we do not provide direct assistance to end users.
We recommend nominating a maximum of five administrators per client. These contacts will be passed to our support team by your Customer Success Manager during handover from your Implementation Specialist.
Support requests submitted by individuals outside of the agreed contact list will be referred back to your internal L&D team or point of contact.
Submitting a support query
To help our support team resolve issues quickly and accurately, please include as much relevant information as possible when raising a ticket—this is also outlined in the Support SLA documentation.
Helpful details include:
A link to the area where the issue occurs
Step-by-step instructions to reproduce the issue (a screen recording is ideal)
Your operating system, browser, and browser version
Approximate number of users affected
Whether users are working from home or in the office
Best practice:
Please raise one issue per ticket. Submitting multiple issues in a single request can cause confusion, especially if we need to escalate it to our Technical Team. If multiple queries are submitted, our team will separate them into individual tickets and send you confirmation emails for each.
Avoid CC’ing end users into support emails. This can unintentionally involve them in the ongoing ticket conversation and may hinder support resolution.
Following up on a ticket
Our support team aims to keep you informed throughout the process. If you'd like to check the status of an open ticket, you can:
Reply to your most recent email from our support team
Log in to the Support Portal and select Check Your Requests
You'll need your own login for the Support Portal—your Customer Success Manager can arrange access for you.
To learn more, a short walkthrough video of the Support Portal from the client’s perspective is available on Thrive Tribe. Just search for the tag: Support Portal.
Ongoing communication
Our Support and Customer Success teams hold regular internal catch-ups to review outstanding issues and share relevant updates. This helps ensure your Customer Success Manager is aware of anything that may impact your experience.