Note: This guide is intended for customer use. 

Accessing Support

  • Click on the question mark button at the top of the iplicit app screen.

  • Select the 'Contact Support' button. Instead of sending an email, you will now be directed to the iPlicit customer support portal.

Customer Support Portal

From the portal, you can:

  • Use the search function to find help on specific topics
  • Explore the knowledge base
  • Log in to the portal
  • Report an issue
  • View your existing support tickets
  • Access training videos
  • Register for upcoming and access previous customer webinars
  • Check the status of the iplicit service
  • Access the release notes
  • Access the user guides
  • Access the documentation for the iplicit API

Exploring Knowledge Base Articles

The Knowledge Base contains FAQs, best practices, and guides.

Customers can provide feedback on whether the article was helpful or not. The knowledge base will be updated regularly.


Log in to the portal

You must log in to the portal to report an issue and/or check on the progress of your existing support tickets.

Every organisation will have designated Champions who are authorised to raise Support Tickets within the system. Please explore the knowledge base and user guides to find the answers you're looking for. However, if you feel that a ticket does need to be raised, please contact your organisation Champion.

Champions can raise Support Tickets by logging into the Support Portal.

 

The first time you use the portal, you will be prompted to log in:

If you are a designated Support contact for your organisation, you will have received an activation email from Support when you went live:

You can reset your password by clicking on ‘Forgot your password?’ and following the prompts. You will then receive an email (see below) containing a link to reset your password.

The link will direct you to a screen where you can change your password.

If you have any issues, please email support@iplicit.com.


Reporting an Issue

If you can’t find a solution to your issue on the self-service portal, you can report the problem to us by clicking on Report an Issue or the Submit ticket button at the top of the screen.

Once logged in, you need to complete the form shown below:

  • Choose an issue category (the type of issue, technical, reporting, training, etc.)
  • Provide the issue subject and description of the problem, and any steps you’ve taken.
  • Screenshots or recordings help us resolve your issue faster.
  • We need your permission to copy your sandbox for troubleshooting purposes. By ticking this box, we can proceed as soon as we receive the ticket and won’t need to request your permission again.

Why do we ask you to choose a category and subcategory when raising a ticket?

To help us support you as quickly and accurately as possible, we now ask that you select a category, a more specific subcategory, and an issue when submitting a ticket in our new support portal.

Each option acts as a quick guidepost, pointing your enquiry directly to the right team, whether it’s something technical, a request for something new or a training question.

This means:

  • Your ticket reaches the right specialists, the first time.
  • We can prioritise more effectively based on topic and urgency.
  • You get a faster, more relevant response.

Not sure what to pick? No worries—make the best choice you can, and we’ll take it from there.


View your tickets

You can check on the status of tickets you have submitted - use the filters to sort your tickets by status or date.

Click any ticket to see the full conversation history. From here, you can:

  • Reply directly to our team to continue the conversation
  • Upload additional files or screenshots
  • Add people from your organisation to the ticket
  • Close the ticket if the issue has been resolved or no longer needed.


Training videos

  • Explore the assessment suite of training videos available for free.
  • New training videos will be added regularly.


Webinars

  • Find links to upcoming customer webinars and register for them.
  • Access recordings of previous webinars.


System status

As well as seeing the current operational status, you can look at past incidents and also subscribe to updates using the blue button.


Release Notes

Release notes contain new features, enhancements, and resolved issues—all in one place. Whether you're looking to understand what's changed or explore new capabilities, our release notes keep you in the loop.


User guide

This links you to the user guide:


iplicit API documentation

Watch this video for a tour of the portal: Navigating iplicit Customer Support Portal