My Support Portal: New Design, Streamlined Features

Welcome to the redesigned My Support Portal

My Support Portal is redesigned to improve your user experience. Your case work is streamlined with an improved user interface and a model based on Pega Customer Service.

To help you get started using the improved My Support Portal, read this article and watch the videos.

Where are my Support Requests (SRs)?

Your Support Requests (SRs) are migrated to the redesigned My Support Portal. In the redesigned system, your migrated cases might have different case type prefixes that replace the SR prefix. The new case types streamline your support experience and align it with the Pega Customer Service model.

Support Requests (SRs) submitted in the last 2 years will only be migrated. These SRs is searchable through the old SR#.

To understand the redesigned My Support Portal, watch the short videos:

What’s new in My Support Portal

Watch this video to take a quick tour of the redesigned My Support Portal

 

Working with the Pega Support team

Pega Support policy does not change! Continue to refer to the Support@Pega handbook for Pega Support policy and other basic information.

Requesting support services

There are two types of support service requests that you can submit on My Support Portal:

For an Issue I'm having

Use this option to report the following types of issues:

  • Application behavior incorrect
  • Application performance issue
  • Application security issue
  • Error in log file
  • User Interface
  • Install or Upgrade or Migration Issue
  • Service not responding
  • System infrastructure issue
  • System not accessible

This request creates an Incident. The case ID is prefixed with INC-

For something I need

Use this option to request for the following types of services:

  • Cloud Change
  • Existing hotfix
  • Other
    • Media request
    • Cloud Service
    • Penetration test
    • Request for Information
    • Other

Case IDs for Cloud Change requests are prefixed by CC-

Case IDs for Existing hotfix requests are prefixed by HF-

Case IDs for Other requests are prefixed by SR-

Provide explicit details in the case creation form when you select the request type: Other

Pulse

Pulse is the primary way to communicate within and across all your service cases in My Support Portal. Pulse is collaborative and a standard social feature of Pega products.

Use Public Pulse for all your case communication. Every Pulse post generates an email notification. You may reply to these email notifications with text or attachments to add a response to the Pulse post.

The SupportUpdates@pega.com email address that updates the case directly will no longer be available.

Feedback

To send feedback to the My Support Portal application development team, click Feedback on the banner menu of My Support Portal.

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