Executive Summary (TL;DR) The Redtail Support Portal is the central location for every Redtail support case tied to your firm. Submit new cases, track open cases, exchange secure messages with your support contact, and review case history in one place. - Access the portal by direct login or by single sign on from the Redtail CRM - Review open and closed cases from the Support Case Dashboard - Submit a new case with the details support needs to help you - Add contacts, send public or private messages, and share files securely inside a case

 

 

What Does This Article Help Solve?

Common Real-Life Questions Users Ask About the Redtail Support Portal

"Where do I go to see every support case my firm has open?"

"How do I get into the Support Portal from inside the Redtail CRM?"

"What information should I include when I submit a new case?"

"How do I send a file or a screenshot to the agent working my case?"

"What is the difference between a public message and a private message on a case?"

 

 

Article Quick Links

Why Use the Redtail Support Portal?
What Is the Redtail Support Portal?
How Does the Redtail Support Portal Work?

Access the Portal

My Cases

Create a New Case

Case Information Overview

 

 

Why Use the Redtail Support Portal?

• View all your support cases and history in one centralized location.
  
  

• Communicate with the support team via a secure channel.
  
  

• The central location for all your Redtail support cases.

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What Is the Redtail Support Portal?

Use the Redtail Support Portal to submit a case to our support team for assistance with any part of your Redtail ecosystem and communicate with your support team contact.

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How Does the Redtail Support Portal Work?

Access the Portal

There are two different ways to access the Support Portal:

Direct Login

• Go to the Support Portal and click Log In in the upper right corner.
  
  
• Enter your Redtail credentials.

 

Single Sign On (SSO) From the Redtail CRM

• Click the question mark icon on the top right corner of the CRM and select either My Cases or Help Center.

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My Cases

Click My Cases from the Help Library in the CRM or Cases from within the Support Portal to access your case view. To create a new case, select the "Submit a New Case" button.

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Create a New Case

Upon starting a new support case, enter the following information:

• Support Service Team - Use the dropdown and select the support team that might best help you with your case.
  
  
• Subject - Write a short and concise title of the case.
  
  
• Description - Go into detail about the case and be as descriptive as possible. The more information provided, the better support will be able to assist.
  
  
• Upload File - Upload files or screenshots that may help describe your case further.

 

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Case Information Overview

Review the sections below for more information on each area of a support case. 
 

 

Left Side

Additional Contacts

Click New to add other users to the case, if needed. They will not have access to this view but will see public messages via email. 

Messages

• Public messages (shared with additional contacts)
  
  
• Private messages (meant for the person with access to the user portal)

Choose to send a Public or Private message to whoever is working the case. Select the correct section by clicking the arrow and typing in the box. 

 

 

Right Side

The right column is made up of a series of tabs. These tabs allow you to navigate to many useful resources that directly correlate with this case. 

Details

Use these details as a point of reference when calling in to discuss a case with the support team.

 

Files

Upload or access any number of files in this section, securely. Redtail agents can also place documents for you to reference. 

 

Chat Transcripts

If your case began with a chat transcript, view specifically what was said by selecting the file within.

 

Articles

View any articles the agent believes could benefit you (much like this one). 

 

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In Summary Reach the Support Portal by logging in directly with your Redtail credentials or by single sign on through the question mark icon in the Redtail CRM. Use the Support Case Dashboard to review case number, subject, status, stage, owner, department, and open and modified dates, then search or filter to find a specific case. Select Submit a New Case and choose the support service team, write a concise subject, describe the issue in detail, and upload supporting files. Add other users through Additional Contacts so they receive public messages by email, and keep private messages for the portal user only. Use the right-side tabs for case details, secure file exchange, chat transcripts, and articles the agent recommends.

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Keywords: Redtail - Support Portal - support case - case dashboard - submit a case - new case - Help Library