Luminate & TeamRaiser Support has moved!

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Kathryn Hall
Kathryn Hall Blackbaud Employee
Ancient Membership 250 Likes 100 Comments Photogenic
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions
It's official! As of today, you can access Luminate Support within the Blackbaud Support Portal! We've been hard at work and are thrilled to offer you centralized access to our award-winning support team, as well as other useful self-service resources. You can access Support for all of your Blackbaud products in this portal.


In case you missed our previous messages, you'll need to use your blackbaud.com account to create new Support cases. You can read more on the blog.


If you follow the steps outlined in the blog, and still have issues accessing Support, for today please use this generic link to chat with Support and get your access resolved.


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  • Philip Nawrocki
    Philip Nawrocki
    Ancient Membership 500 Comments 100 Likes Photogenic
    Is there some trick I am missing that will allow me to search for my cases from the old system by Case Number?


    I put the old case number in and I get "We’re sorry; we are not able to find case number 00659626" I have droppped the leading zeros as well, but no luck. I know it is a valid case.


    This is an issue because the case numbers are different now. The old case number is in the title of the case, but there is not open search field to search for that. At least not one I can see. I also miss being able to see just my cases instead of every case we have.


    Thanks,


    Phil
  • Daniella Dowiak
    Daniella Dowiak
    Tenth Anniversary 10 Comments Photogenic 5 Likes

    Kathryn Hall:
    It's official! As of today, you can access Luminate Support within the Blackbaud Support Portal! We've been hard at work and are thrilled to offer you centralized access to our award-winning support team, as well as other useful self-service resources. You can access Support for all of your Blackbaud products in this portal.


    In case you missed our previous messages, you'll need to use your blackbaud.com account to create new Support cases. You can read more on the blog.


    If you follow the steps outlined in the blog, and still have issues accessing Support, for today please use this generic link to chat with Support     and get your access resolved.


    I might be missing something, but how do we submit a new case? It looks like the only option is to chat or call. Is submitting a case online no longer an option?
  • Rebecca Ellerton
    Rebecca Ellerton Blackbaud Employee
    Tenth Anniversary 25 Likes Photogenic First Comment

    Philip Nawrocki:

    Is there some trick I am missing that will allow me to search for my cases from the old system by Case Number?


    I put the old case number in and I get "We’re sorry; we are not able to find case number 00659626" I have droppped the leading zeros as well, but no luck. I know it is a valid case.


    This is an issue because the case numbers are different now. The old case number is in the title of the case, but there is not open search field to search for that. At least not one I can see. I also miss being able to see just my cases instead of every case we have.


    Thanks,


    Phil

    Hi Phil,


    The case search function on Case Central will only return results on the new case number. You can perform a "Find" (Ctrl + F in Windows) for the whole page and search the case number that way.


    You can also sort your list of cases by any of the column headers. Although there's not a way to limit it to just show your cases, if you click to sort by Contact you will be able to view your cases grouped together.


    Thanks and let us know if there are other questions.
  • Rebecca Ellerton
    Rebecca Ellerton Blackbaud Employee
    Tenth Anniversary 25 Likes Photogenic First Comment

    Daniella Dowiak:

    Kathryn Hall:
    It's official! As of today, you can access Luminate Support within the Blackbaud Support Portal! We've been hard at work and are thrilled to offer you centralized access to our award-winning support team, as well as other useful self-service resources. You can access Support for all of your Blackbaud products in this portal.


    In case you missed our previous messages, you'll need to use your blackbaud.com account to create new Support cases. You can read more on the blog.


    If you follow the steps outlined in the blog, and still have issues accessing Support, for today please use this generic link to chat with Support     and get your access resolved.


    I might be missing something, but how do we submit a new case? It looks like the only option is to chat or call. Is submitting a case online no longer an option?

    Hi Daniella,


    The option to Create a Case is in the left menu bar on Case Central.


    Thanks and let us know if you have any other questions.


    Rebecca
  • Daniella Dowiak
    Daniella Dowiak
    Tenth Anniversary 10 Comments Photogenic 5 Likes

    Hi Daniella,


    The option to Create a Case is in the left menu bar on Case Central.


    Thanks and let us know if you have any other questions.


    Rebecca

    Thanks - I see that option but then I can only chat with support; I can't actually create a ticket like I used to be able to. Is this the only way we can submit tickets now - via chat?
  • Rebecca Ellerton
    Rebecca Ellerton Blackbaud Employee
    Tenth Anniversary 25 Likes Photogenic First Comment

    Daniella Dowiak:


    Hi Daniella,


    The option to Create a Case is in the left menu bar on Case Central.


    Thanks and let us know if you have any other questions.


    Rebecca

    Thanks - I see that option but then I can only chat with support; I can't actually create a ticket like I used to be able to. Is this the only way we can submit tickets now - via chat?

    Once you click Create a Case you should be taken to a page where you can enter your question and select your product to create the case. If you're not seeing something similar to the screenshot below let me know. We can have someone look into this for you.
    88d9f6ca07f93a3f5db96b18570ea37d-huge-ca

  • Philip Nawrocki
    Philip Nawrocki
    Ancient Membership 500 Comments 100 Likes Photogenic
    @Rebecca. I guess that is the issue. We have tons of cases and searching manually on each page is time-consuming. I tried doing that as well and using the filters, but still couldn't find it.


    All this info has to be in a database. How can there not be a text search option available? That is pretty standard functionality in almost any forum, mesage board, help system.
  • Jon Reich
    Jon Reich
    Ancient Membership 100 Comments 25 Likes Photogenic
    Hi Rebecca,


    What if we don't see a "Create a Case" option in the left menu? See my screenshot:

    320b360f9678f5f9c278dc422d5d50ed-huge-ca

  • Jon Reich
    Jon Reich
    Ancient Membership 100 Comments 25 Likes Photogenic

    UPDATE!!! It does show after I click the "Case Central Help" link... phew!!! -




    Jon Reich    :

    Hi Rebecca,


    What if we don't see a "Create a Case" option in the left menu? See my screenshot:

    320b360f9678f5f9c278dc422d5d50ed-huge-ca

  • Rebecca Ellerton
    Rebecca Ellerton Blackbaud Employee
    Tenth Anniversary 25 Likes Photogenic First Comment

    Jon Reich:

    UPDATE!!! It does show after I click the "Case Central Help" link... phew!!! - Jon




    Jon Reich    :

    Hi Rebecca,


    What if we don't see a "Create a Case" option in the left menu? See my screenshot:

    320b360f9678f5f9c278dc422d5d50ed-huge-ca

    Great news! Thanks for the update.
  • Daniella Dowiak
    Daniella Dowiak
    Tenth Anniversary 10 Comments Photogenic 5 Likes
    After click on "Case Central Help," "create a case" does show up, I do not see what you see, and neither do any of my colleagues. We all see only the chat option - screen shot below.


    Also, can it be fixed so that you don't have to click "case central help" to have "Create a case" show up?? That doesn't seem very intuitive.


    Here is what we see once we find the "create a case" link. This is also what I see when I click on the link posted earlier, so I'm pretty sure I'm at the correct place:




  • Daniella Dowiak
    Daniella Dowiak
    Tenth Anniversary 10 Comments Photogenic 5 Likes
    Looks like my screenshot didn't paste. Let me try again...2c8e38341a20283425a6552dcdc0b0e9-huge-ch

  • Ami Defesche
    Ami Defesche
    Ninth Anniversary 250 Likes 100 Comments Photogenic

    Daniella Dowiak:

    Looks like my screenshot didn't paste. Let me try again...2c8e38341a20283425a6552dcdc0b0e9-huge-ch

    Thanks for posting on community about this Daniella. :) We'll have a support rep get in touch to see if we can get to the bottom of your issue.
  • Daniella Dowiak
    Daniella Dowiak
    Tenth Anniversary 10 Comments Photogenic 5 Likes
    Hi Ami, Rebecca did actually update our account so that we could see the option to submit a ticket. The problem we're having now is that we only see one product option (LCRM), not other products we usually need to submit tickets for (like LO in general and Teamraiser). We'll see if support can help with that.
  • Daniel Hartanto
    Daniel Hartanto
    Ancient Membership 100 Comments 25 Likes Name Dropper
    One of our current concern here with regards to the new support site, it looks like there is no filter to find closed case belonging to "me" / that individual who currently logged in. In the past there is filter to see "my closed case" / "my open case" and the new one seems not to include that leaving us having to scroll through pages to find where are they (despite the narrowing down of "resolved","open" category alongside sorting the "contact" column) -- I truly hope that this would be a temporary oversight that will get addressed soon.


    regards,

    Daniel
  • Rebecca Ellerton
    Rebecca Ellerton Blackbaud Employee
    Tenth Anniversary 25 Likes Photogenic First Comment

    Daniel Hartanto:

    One of our current concern here with regards to the new support site, it looks like there is no filter to find closed case belonging to "me" / that individual who currently logged in. In the past there is filter to see "my closed case" / "my open case" and the new one seems not to include that leaving us having to scroll through pages to find where are they (despite the narrowing down of "resolved","open" category alongside sorting the "contact" column) -- I truly hope that this would be a temporary oversight that will get addressed soon.


    regards,

    Daniel

    Hi Daniel,

    Thank you for the feedback. I've shared this with our Case Central team. In the meantime, here are a few tips to help with searching on Case Central: http://bbkb.blackbaud.com/#q=37835. As a note, you are able to sort multiple columns at a time. Although we don't have the option to only see your cases, you can click "Condition" to sort closed cases first and then click "Contact" to sort by the contact on the case to help you find the cases more easily. Thank you for trying out Case Central and thank you again for your feedback.


    I hope you have a great weekend!

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