When you have multiple ongoing support cases, it can be helpful to get a quick overview of your threads. You can get that overview in our support universe, which this guide will introduce you to.
Would you prefer to see/hear instead of read? Then watch the video here.
Log in to the support portal
You are automatically created as a user in the support universe when you submit your first support case. Your username is the email address you sent the request from. This is not necessarily the same login you use for OnlineFundraising itself.
Click on Login to support in the top right corner of your window.
- If you don't already have a password, you can click on "Forgot your password?" and enter the email address you used to contact us. Please note that this login is not the same as the one you use for OnlineFundraising itself.
Reset your password
If you don’t already have a password, you can click on Forgot your password? and enter your email address. Then follow the instructions in the email you receive. Once you have reset your password, you can log in with your new password.
View your support cases
Once logged in, the menu at the top right will change. Click on Requests to view a list of all your support cases, both current and historical.
You can view the subject, status, and most recent activity on the case here. Click on the subject to read all the details (in this example, the subject is hidden).
If the case is closed, you can easily create a follow-up by clicking Create follow-up. Otherwise, the simplest option is usually to create a new case and simply refer to the previous one.
Tip! When we invoice for time spent on support cases, we refer to the case ID. You can find this ID in the first column. Learn more about billing here >
Submit a new request
Create a new request (case) by clicking on Submit a request. The following form will appear:
Give the case a descriptive title, select the theme and priority, and then describe the case in detail.
Take good care of your donors' data – only use the attachment function for screenshots that do not contain personally identifiable information. Instead, share a link with the contact or upload files via upload.onlinefundraising.dk
View your colleagues' requests
You have the option to access and view all requests within the organisation. This can be useful for coordination, especially during holidays or parental leave. Contact us, if you need this feature, and we will activate it for you. It is called "Organisation Requests."
Video: How to view your support cases
In this video, Stephan explains how to view and manage your support cases (speech in Danish):
We hope this guide helps you navigate the support portal and manage your support cases. If you need further assistance, feel free to contact us at any time.