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SWOOP Customer Support Portal: How to use

Use the SWOOP Analytics support portal to submit a support request, check its progress and keep your conversation with our support team in one place.

Portal address: support.swoopanalytics.com/customer-portal

Register for portal access

Open the portal using the address above. Your registration steps depend on the access options shown on the sign-in page.

If you see “Register here”

  1. Select Register here below the sign-in fields.
  2. Enter the details requested on the registration page. Use the work email address you use when contacting SWOOP Analytics support.
  3. Follow the on-screen instructions and any registration email you receive to finish setting up your account.
  4. Return to the portal and sign in.

If you received an invitation

  1. Open your portal registration invitation email.
  2. Follow the link and instructions to set up your login.
  3. Return to the portal to sign in.

If you do not see a registration option and have not received an invitation, contact your usual SWOOP Analytics support contact to request access. Check your junk or spam folder if you are expecting a registration email.

Log in
  1. Open the SWOOP Analytics support portal.
  2. Follow the sign-in method shown on the page. If email and password fields are displayed, enter the credentials you set up during registration.
  3. Complete any additional sign-in prompts to access your ticket list.

Use the same email address each time. This helps our team connect your support requests to the correct account.

Create a support ticket

  1. Sign in to the portal.
  2. Select the option to file a support ticket. This may be labelled File a Support Ticket.
  3. Complete the support request form, including all required fields.
  4. Submit the form.

To help us investigate, include:

  • A clear subject: briefly describe the issue.
  • The affected product or page: tell us where the problem occurs.
  • What happened: include any error message exactly as it appears.
  • What you expected: describe the result you were trying to achieve.
  • Steps to reproduce the issue: tell us what you did before it happened.
  • Timing and impact: include when it started, your time zone and who is affected.

Add screenshots or supporting files where an attachment option is available. Remove sensitive information first. Never include passwords, authentication codes or access tokens.

Tip: Submit a separate ticket for a separate issue. For more information about an existing issue, reply to its current ticket rather than submitting another request.

View your tickets

  1. Sign in to the portal to open your ticket list.
  2. Use the available search and filter options to find a request, including open or closed tickets.
  3. Select a ticket to view its details and the associated support conversation.
  4. Review its status and the latest messages from our team.

You can view tickets you submitted or have been added to. You will not automatically see every ticket from your organisation.

Update a ticket or reply to our team

To add information to a support request:

  1. Open the ticket from your ticket list.
  2. Read the latest reply from our team.
  3. Enter your update in the message box.
  4. Attach supporting files if needed and the attachment option is available.
  5. Send your reply using the control shown in the message editor.

Useful updates include additional examples, screenshots, answers to our questions and confirmation that the issue has been resolved.

Attachment note: If the ticket does not yet contain any messages, attachments cannot be included in the first message from the ticket’s conversation editor. Send your message first, then add the attachment in a follow-up reply.

Updating a ticket means adding to its conversation. To request a correction to its details, explain the change in your reply so our team can review it.

Need help with a closed ticket?

Open the ticket and check whether a reply option is available. If it is, add your update there. If it is not, submit a new support request and include the previous ticket reference so our team has the context.

Troubleshooting

I cannot register or sign in

  • Check that you are using the correct work email address.
  • If you received an invitation, follow its registration instructions first.
  • Check your junk or spam folder for registration messages.
  • Follow any account-recovery option shown on the sign-in page, or contact your usual SWOOP Analytics support contact for help.

I cannot see an existing ticket

Check that you have signed in with the email address used for that request, and remove any filters that may hide it. If it is still missing, contact our team with the ticket reference and ask us to check your access. Tickets are visible only when you are associated with them.

I cannot attach a file

If this is the first message in a ticket with no existing conversation, send the message first and attach the file in a subsequent reply. If the problem continues, describe it in the ticket so our team can help.

Keep your account secure

Use your own portal account rather than sharing login details. When you have finished, sign out, especially if you are using a shared device.