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Customer Support Portal

  • Updated on Oct 14, 2026
  • Published on Feb 7, 2025
  • 2 minute(s) read
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● SUPPORT PORTAL
The 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

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

New
The 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 Progress
Apprentice Support has begun investigating and has set a priority level. Updates come as comments on the ticket.
Blocked
Support needs input from another party (you, Engineering, Product, etc.) before work can continue.
Closed
The investigation is concluded: resolved by Support, closed by you, or treated as a feature request rather than a bug.
Closed - Escalated to TEM
The 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 updates
Follow 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 Lead
Sharing keeps your Delivery Lead aware of every issue from the start.
✓  Comment to reach Support and your team
Apprentice 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 followers
You 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 Urgent
A system-wide outage or severe issue preventing all users from using the software, with no workaround. Immediately blocking production.
P1 Critical
A major functionality issue affecting many users while the system remains operational, with no reasonable workaround. Immediately impacting production or release of a batch.
P2 High
A moderate issue affecting some users that has a workaround or doesn't significantly impact business operations.
P3 Medium
A minor issue or inconvenience that doesn't significantly impact functionality or productivity, with an acceptable workaround.
P4 Low
A non-critical request, cosmetic issue, or minor documentation update.
For other ways to reach us, see Apprentice Support Channels.