Create and Manage Support Tickets

The support team handles technical issues and inquiries through support tickets.

How to create a new support ticket

To contact support, click the blue Support bubble in the corner of your screen to submit a case. Check out our support business hours for information on when phone support is available and how to submit a Priority Level 1 case outside business hours.

Note: As of 01/15/2024, we are migrating to a new Help Portal. As part of this migration, Support tickets will now be called cases.

  • If you are an existing Help Portal user, you should have received a message about the migration and any steps you need to take. 
  • If you are not an existing Help Portal user, we recommend you continue to create support cases as you usually would. If you’d like to be added as a new Help Portal user, please click the Support bubble in the corner of your screen to contact the support team.

Help Portal

You can view and add updates to your open support cases in the Help Portal! Within the portal you can:

  1. Access help articles, best practices and all things Marigold Engage by Sailthru in our Get Started documentation.
  2. View your open and past support cases. By default, you’ll only see support cases that you created. If you’d like to be enabled to view all support cases submitted across your company, please click the Support bubble in the corner of your screen to contact the support team.
  3. Go to the Zendesk Feature Request portal. 

Update an Open Case

To update an open support case:

  1. From the Portal home page, select My Cases.
  2. Select a case from the list to open the detail page. 
  3. Select the New button on the Case Comments list.

  4. Add and save any updates you wish to add. 

Feature Requests

Browse, vote on, and submit feature requests through the Zendesk Feature Request portal. 


Before your first login, you’ll need to create a user. Visit this signup page and enter your information. Once you submit the form, a verification email will be sent to you. You must click the link in the email to set your password before submitting feature requests from within the portal. Once you’ve verified your email, log in at sailthru.zendesk.com.

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