Individual users account vs company accounts

[Acerigor26]

Hi All,

Can any individual users account submit a new ticket? and whats the difference if i used a company account?

Can you please confirm which organization my account is linked to and my support entitlement?

[Neel1]

Hello @Acerigor26  - There are different support plan available which are for organization not for individual account. Also, Individual account may not have option enabled to raise Support ticket.

You need to check within your org to check level they have opted for.

Please check below link to check all perk under various levels. https://portal.blueprism.com/customer-support/discover-our-support-levels

Regarding your another Query - I did not get fully. How did you sign up? You can sign up using your corporate account.

Adding @Michael_S - In case he is able to check details from your username.

[Michael_S]

Thanks for the tag @Neel1!

@Acerigor26 - we use domain matching based on email to determine which organization you are a part of. Because you're currently logged into a corporate account, you should have the ability to raise support tickets for that account - unless your account admin has specified otherwise. 

You do also have the ability to log into the community with a personal email address, but be aware that several spaces are restricted to verified customers or SS&C Blue Prism partners only.

[Acerigor26]

Hi Neel,

I have created a dummy account, and I am still able to file a new ticket. Please see the screenshot below.

[Image Removed - Contains Personal Data]

[Acerigor26]

Im confused what is the difference between individual accounts or personal accounts vs company accounts because the two accounts can still submit a new ticket.

[Michael_S · Accepted solution]

Ah I see. To be clear - your corporate account will get the support levels described in the link that @Neel1 shared above (https://portal.blueprism.com/customer-support/discover-our-support-levels), your personal account will not. 

[Acerigor26]

Hi Michael_S,

can you answer this?

Will tickets created using a personal account be rejected or ignored?

Is it recommended that all users switch to the corporate account moving forward?

[Michael_S]

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@Acerigor26 wrote:

Will tickets created using a personal account be rejected or ignored?

Is it recommended that all users switch to the corporate account moving forward?

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You'll still receive a response, the support team just wont commit to a "Service Level Agreement" (SLA) so it is basically dependent on when an agent becomes free to work on non-customer accounts. 

Consequently - yes, it is highly recommended to use your corporate email address 🙂

I know some folks prefer to use their personal email for the community though, because they want to make sure that all their posting history is still accessible should they change jobs.

[david.l.morris]

I know the answer has already been accepted, but one thing I wanted to mention is that there's no need to switch accounts. Instead, what you'd do is change the email address associated with your existing account. I have been using the same account since like 2017 and have been at various companies during that time. When I put in a corporate email address as the base email address for the account, that gives me access to what that organization has access to such as the Customer Support part of the Portal. Sometimes I've found you have to ask someone to fix the account, but recently I've had no issues just switching out the email address without anyone else's help.