Customer Success Portal: FAQs

What is the Fourth Customer Success Portal?

The Fourth Customer Success Portal is a free, self-service platform with easy access to Knowledge articles, discussions and collaborations with other Customers. If you have any queries around our systems, feel free to post a question, or search the hundreds of Knowledge articles and discussions posted throughout the Community.

What will I get out of the Customer Success Portal?

•  An easily accessible community of knowledge and support 
•  You will have access to our Knowledge Library containing product articles and how-to guides
•  You can engage with Fourth to share your feedback and ask questions
•  You will have the opportunity to exchange knowledge with other Fourth customers
•  You will be able to access Release Notes whenever you need them
• You can contact our Customer Support team through Live Chat

Do I need to sign in to use the Customer Success Portal?

Whilst you do not need to sign in to view knowledge articles and release notes, we recommend signing in to receive the best possible experience from the Customer Community. Once you have signed in, you will be able to like, comment and follow and new articles or discussions you find relevant. Refer to Signing Up to the Customer Success Portal for more information on how to do so - it takes seconds!

Can I use my personal email address to sign up to the Customer Success Portal?

We always recommend signing up with your work email address, but the option is available to sign up with your personal email address as well. 

I’ve forgotten my password, how do I reset it? 
 
Go to the Fourth Customer Success Portal login page, and select the 'Forgot Your Password?' option. Follow the quick steps and you'll receive a 'Reset Your Password' email. If for whatever reason, you do not receive this email, please contact us at 'communities@fourth.com'.

My role has changed, can I continue to use the Fourth Customer Success Portal?

If you have changed roles within the same company, you can continue to use the Customer Success Portal as usual, using your same log-in details. We recommend contacting your Customer Success Manager or Customer Care team to find out if your permissions need adjusting.

If you are leaving the business, please email us at 'communities@fourth.com' and we can disable your account for you.

If your new employer also uses Fourth & HotSchedules solutions, you will need to complete the step above, and re-register again using your new details. You'll also need to let your Customer Success or Customer Care manager know that you've moved companies.

Can I access the Customer Success Portal on my mobile phone/tablet/home computer?

Of course, the Fourth Customer Success Portal is multi-browser supported, and is also mobile optimised to use on a variety of devices.

Can I access the Customer Success Portal when I’m traveling?

Yes! The great thing about the Fourth Customer Success Portal is that you can access it anywhere and anytime, all you will need is an internet connection.

Can I submit a Customer Support ticket through the Customer Success Portal?

Yes! Select 'Submit a request' in the top right corner when signed in to the Customer Success Portal, and you will be re-directed to a page that will allow you submit a support ticket with all the relevant information!

Can I see all the Support tickets in my business?

Yes, but it would depend upon your role within the business. Majority of our Customer Success Portal users would only have access to view their own tickets. We recommend speaking to your Customer Success Manager or Customer Care team, and they will be able to advise further as to whether you require this permission.