Welcome to the PBCi Support Desk
To use this system to submit and track support tickets:
• SIGN IN to the portal using the credentials provided to your organization.
• When opening a ticket, provide all requested info and a clear description.
• Include as much detail as possible (including screenshots, if applicable).
• Open a new ticket for each request or issue.
• Take a look at FAQ's (below) and Help Articles to get immediate help on common requests/issues.
PLEASE NOTE:
Tickets can be opened 24 hours a day, 7 days a week. Our Support Desk Agents are available within business hours, Monday - Friday, 9:00 am - 6:00 pm ET.
If you experience a website outage outside of business hours, please contact the PBCi Support Desk Hotline at 770-281-7576.
FAQ's (Frequently Asked Questions)
When can I open tickets?
Immediately! The Support Desk portal is live and ready to receive requests. Just SIGN IN to submit a ticket.
Who in my organization has access to the PBCi Support Desk portal?
The primary contact for your organization has been sent the login credentials to access the portal. All requests should be made using those credentials. Individuals within the organization can assign their names to tickets as they are opened.
How do I reset my PBCi Support Desk password?
It’s easy! Read this Help Article for instructions on How to Reset a PBCi Support Desk Password.
What types of requests/tickets should I use the PBCi Support Desk for?
PBCi, BlueBeam, and PBCi K.O.D.e.® clients may open tickets for a wide variety of support requests. Some popular requests include (but are not limited to):
• Website content updates (photos, verbiage, documents, links, etc.)
• Add/Change email address(es) on web hosting accounts
• Reset password for WordPress, Webmail, PBCi K.O.D.e.®
• Database or CRM updates
• Billing changes for BlueBeam or PBCi K.O.D.e.® services
And much more…
I don’t see my request type available in the PBCi Support Desk. How do I open my ticket?
Don’t worry! Pick the category you think makes sense and open the ticket anyway. Our Support Desk Agents will make sure your request is assigned to the right person.
How will I receive updates about my ticket?
When you open a ticket, an email will be sent to you confirming we received your request. Anytime a Support Desk Agent provides an update or requests information about your ticket, you’ll see it in your Support Desk portal, and an email will also be sent to you.
I have a question about the response I received to my ticket. Who should I contact?
Simply reply to the ticket communication that has been sent to you OR sign into the portal and post a reply in the ticket. A Support Desk Agent or other PBCi Team Member will respond accordingly.
Who will be responding to my tickets?
Any of our Support Desk Agents or other PBCi Team members may respond to your ticket or communicate with you about your ticket, depending on the nature of the request.
When will my ticket be resolved?
The ticket completion time depends on the nature of the request. Review our Standard Completion Times to get an idea of the turnaround time for some common requests.