---
title: "Customer Support Portal"
slug: "customer-support-portal"
updated: 2026-10-14T19:31:20Z
published: 2026-10-14T19:31:20Z
canonical: "navigator.apprentice.io/customer-support-portal"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://navigator.apprentice.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support Portal

● SUPPORT PORTALThe Apprentice Support Portal lets you create your own tickets and connect directly with Apprentice Support. Log tickets, follow their progress, and loop in your team, all in one place, with a full history you can search later. Your Delivery Lead can also help you get started.

## Getting started

[STEP 1Sign up for the Portal ↗Accept your invite and create your login.](https://scribehow.com/shared/How_to_Sign_Up_for_Apprentice_Support__ThLbdDYLR3S5seu9Qdqz2g)[STEP 2Log a support ticket ↗Describe the issue and set the urgency.](https://scribehow.com/shared/How_To_Log_A_Support_Ticket_Online__fevx2xH6SWWx43jsWIxZqw)[STEP 3View your tickets ↗See every ticket and its current status.](https://scribehow.com/shared/View_your_tickets__ZVev2EhXRtSq_T9MPcLiow)
[STEP 4Add a comment ↗Reply to Support or tag a teammate.](https://scribehow.com/shared/How_to_Add_a_Comment_to_a_Ticket__cAVGe5G3T4Gi_9joTxhucQ)[STEP 5Share and follow tickets ↗Keep your Delivery Lead and team in the loop.](https://scribehow.com/shared/How_To_Share_a_ticket_invite_new_team_members__S_-jzp8eTX-bqwJB6R69cQ)
**Note:** The portal invite email may end up in your spam folder. If you don't see it after ten minutes, check there first. Once a teammate has added your email address to the portal, you can also use the 'forgot password' link to sign up.

## Ticket statuses

NewThe ticket has been created. Every comment you add alerts Apprentice Support, and you can reach your Delivery Lead by tagging them in a comment.In ProgressApprentice Support has begun investigating and has set a priority level. Updates come as comments on the ticket.BlockedSupport needs input from another party (you, Engineering, Product, etc.) before work can continue.ClosedThe investigation is concluded: resolved by Support, closed by you, or treated as a feature request rather than a bug.Closed - Escalated to TEMThe investigation is concluded and the issue has been escalated to our engineering team for a potential code fix in a future release. If the fix ships, we post the release version on the ticket.
Apprentice Support continues to monitor tickets in every status, including Closed, for comments and questions.

## Working in the portal

✓  Follow tickets to get email updatesFollow a ticket within your organization to receive an email whenever it's updated (see Share and follow tickets). To avoid excess email, organizations (for example, Customer: Site A) don't receive updates. You'll get an email when you're first added to the portal, when a ticket is shared with you or you follow it, and when comments or updates are added to a ticket you follow.✓  Share new tickets with your Delivery LeadSharing keeps your Delivery Lead aware of every issue from the start.✓  Comment to reach Support and your teamApprentice Support is notified of every comment. Type '@' to bring up a list of teammates you can notify directly. If a teammate can't be tagged, they aren't in your organization yet.✓  Take care when removing followersYou can remove followers and organizations from a ticket, but removing your organization may remove your own access to that issue. The original ticket creator can't be removed and can always re-add users and organizations.

## Priority levels

Apprentice Support assesses the priority of each ticket and shares it as a comment on the ticket. Until then, we treat the ticket at the priority you set.
P0 UrgentA system-wide outage or severe issue preventing all users from using the software, with no workaround. Immediately blocking production.P1 CriticalA major functionality issue affecting many users while the system remains operational, with no reasonable workaround. Immediately impacting production or release of a batch.P2 HighA moderate issue affecting some users that has a workaround or doesn't significantly impact business operations.P3 MediumA minor issue or inconvenience that doesn't significantly impact functionality or productivity, with an acceptable workaround.P4 LowA non-critical request, cosmetic issue, or minor documentation update.
For other ways to reach us, see [Apprentice Support Channels](/v1/docs/apprentice-support-channels-1).