Next month, we will deploy a major overhaul of the KeyShot Support Portal to make it easier for you to avoid common issues, create and track your cases, and share input on feature requests.
We are upgrading our existing support portal and migrating existing support cases into our upgraded system. When you log in, you’ll see new features to help you resolve issues quickly and efficiently.
These changes are part of our long-term efforts to enable customer success with an integrated community environment.
What you need to know
- The KeyShot Support Portal is being upgraded
- Your support cases will migrate
- You will login with your KeyShot Cloud account
- Make sure your Support login and KeyShot Cloud login use the same email
- Login to update your Support Portal account
What can I expect from the new Support Portal?
The new portal gives you access to troubleshooting guides and common solutions from KeyShot Support, plus technical forums, FAQs and knowledge base articles, and other technical support content.
Besides an updated case ticketing feature, you’ll be able to take advantage of live chat and new help features. These changes are also part of an effort to improve your experience with KeyShot Support, so you can more easily track and update your support cases, share feature requests, and get faster case resolution.
Look forward to even more exciting community features rolling out later this year!
When is this happening?
This change will occur in May 2022, and we’ll be in touch with current support portal users to provide additional information to help prepare you and outline what you can expect.
How will this affect me?
You can currently access the support portal from the KeyShot website, or directly at help.keyshot.com. This won’t change, but on the new support portal you’ll log in with your KeyShot Cloud account.
Your cases and feature requests are only available if you access the KeyShot Support Portal directly from your KeyShot Cloud account. If you don’t have a KeyShot Cloud account, you won’t be able to access the support portal.
If you need to create a KeyShot Cloud account, you can do so here. Simply click “Sign Up” just below the “Sign in” button.
What if I already have an account for the support portal?
To ensure the smoothest experience, please use the same email for your KeyShot Cloud account and current support portal account. If you need to update the email for your current support portal account, you can log in here.
Please note, if you don’t use the same email address in both systems, you will lose access to your case history after the site changes over in May 2022.
What if I have questions?
We’d love to help! If you have feedback about the KeyShot Support Portal or would like to share your experience, please reach out to our head of Customer Success, Melissa Henley, at melissa.henley@luxion.com.
If you have technical questions about migrating your account or creating a KeyShot Cloud account, or if we can help with anything else, you can contact our support team at support@luxion.com.
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