We’ve upgraded the Simpplr Help and Support Portal to make submitting and managing support requests easier and more efficient.
Starting February 6, 2026, all support tickets must be submitted through the upgraded support portal. The new experience helps you provide the right information upfront so Support can understand and resolve issues faster.
Use the upgraded portal to:
Submit new support tickets
Share detailed context and links
Track and follow up on existing requests
To help Support resolve your issue quickly, gather the following:
A clear summary of the issue
Relevant links (newsletters, pages, content, etc.)
Steps that led to the issue
Any deadlines or urgency
Providing complete details reduces back-and-forth and speeds up resolution.
Go to help.simpplr.com
Log in using the email address you usually use to contact Simpplr Support
Enter the one-time passcode (OTP) sent to your email address
Once logged in, you can view existing tickets or create a new one.
Click + Ticket to open the ticket creation form.
A form to raise the ticket will appear
Provide a short, clear subject that summarizes the issue.
Example:
Newsletter: unable to add a content item
Explain the problem in detail.
Include:
What you are trying to do
What is not working
Your role and permissions, if relevant
Example:
I am an app manager and I am unable to add a content item to my newsletter.
Include direct links that help Support understand the issue, such as:
The draft newsletter
The content you are trying to add
Links are preferred over screenshots when possible.
If the issue is time-sensitive, clearly state the deadline.
Example:
I need to send the newsletter by Friday morning.
Choose the option that best matches your request:
Feature request
Improvement
Issue
Question
For problems that block work, select Issue.
Use search to find and select the relevant product area.
Example:
Search for “newsletter” and select Newsletter content.
List the exact steps that led to the issue.
Example:
Created a newsletter
Selected the File content type
Searched for a custom content item
The content does not appear in search results
Some tickets require Simpplr Support to access your environment to investigate the issue.
Explain what you expected to happen instead.
Example:
The content should appear in search and be available to add to the newsletter.
Explain what is actually happening instead.
You can include a phone number if you want Support to contact you directly.
Select the category that best describes your issue to help route your ticket to the right support team.
Click Submit to send your request to Simpplr Support.
Your ticket is sent to the Simpplr Support team and added to the review queue.
A support representative reviews the information you provided and may contact you if more details are needed.
Click View Ticket to track the ticket status, respond to questions, or add more information.
Click Go Back to return to your previous screen and continue your work while the ticket is being reviewed.
Your ticket is submitted to Simpplr Support for review.
A support representative will review your request and may reach out if additional information is needed. You can track updates and responses directly in the Help and Support Portal.
Providing clear details and relevant links helps ensure faster review and resolution.
To help resolve issues faster, be specific and concise when describing your problem. Clearly separate what actually happened from what you expected to happen, and include direct links instead of screenshots whenever possible. Mention urgency only when it genuinely applies. Well-written tickets give Support the context they need upfront, which helps reduce follow-up questions and speeds up resolution.
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