What is this page about: How company admins install Light Support Portal, link it to your company's support history, and use it to follow your support tickets with Light: the ticket list, statuses, updates, exports and the Light Assistant.
On this page
- What Light Support Portal does
- Who can use it
- Install the app
- Link your company
- Find a ticket
- Ticket statuses
- Follow up on a ticket
- Export your tickets
- Ask the Light Assistant about your tickets
- Remove the app
- FAQ and troubleshooting
- Related articles
What Light Support Portal does
Light Support Portal lists every support ticket your company has with Light, inside Light. Each ticket shows its status, its history and the person at Light handling it.
With the app you can:
- Search, filter and group your company's tickets
- Read a ticket's description and timeline
- Post an update to Light support, or mark a ticket as resolved
- Export the list to a CSV file
- Read a short Light AI summary of a ticket
- Ask the Light Assistant about your tickets
To raise a new ticket, ask the Light Assistant. See Contacting Light Support.
Who can use it
Company admins install and use Light Support Portal. Any company admin can install it from the App store. The app stays hidden from other users.
Install the app
- Click Apps in the sidebar.
- Click Discover in the top right to open the App store.
- Search for Support, or open the Operations category.
- On the Light Support Portal card, click Install.
- If this is your company's first app, accept the App store terms and conditions.
Light Support Portal then appears in Apps and opens inside Light.
Link your company
The first time you open the app, it shows Support is not linked yet. You link it once for your whole company.
- Open Light Support Portal from Apps.
- Click Request access.
The page shows Light is linking your company with the date you asked. Light's support team confirms the link, and your tickets then appear on the page. The page checks for them every 30 seconds, and you can click Refresh to check again yourself. To see when the link is ready, check back in the app.
Until then, keep contacting Light support the way you do today.
Find a ticket
The Support page lists your tickets with the latest activity first.
- Status: choose Open, Closed or All. The list starts on Open.
- Search: type a word to find a ticket.
- Group by: group tickets by Status, Category, Priority, Owner, Created or Last activity. The list starts on No grouping.
- Columns: choose Standard columns, All columns or Compact columns. The list starts on Standard columns.
- Sort: click a column heading.
The Owner column shows the person at Light handling the ticket.
A banner reading "Showing the tickets with the latest activity…" means the list shows part of your ticket history, starting with the most recent activity.
Ticket statuses
| Status | What it means |
|---|---|
| Open | Light support has your ticket |
| In progress | Light support is working on it |
| Waiting on you | Light support needs something from your team |
| Closed | The ticket is resolved |
Tip: Tickets in Waiting on you need a reply from your team before Light support can continue.
Follow up on a ticket
Click a ticket to open it. It shows the ticket details, the original description and a timeline of updates from your team and from Light support.
- Post an update: type in Add an update, then click Post update. The update goes to Light support on that ticket.
- Mark as resolved: click Mark as resolved, then confirm in the Mark this ticket as resolved? dialog. The ticket moves to Closed.
Light support replies to you by email.
A closed ticket is read-only in the app. If the issue comes back, contact Light support.
Light AI summary
Some tickets show a Summary with a Light AI badge under the description. Light AI writes it from the ticket, to show where the ticket stands. Summaries appear when Light AI is turned on for your company.
Export your tickets
- Set the status filter, search, grouping and columns to show the tickets you want.
- Click the ⋮ menu in the top right.
- Click Export CSV.
The CSV file holds the rows and columns on your screen. Its name follows the status filter: support-tickets-open.csv, support-tickets-closed.csv or support-tickets-all.csv.
The ⋮ menu appears once your company is linked, and Export CSV works when the list has at least one ticket.
Ask the Light Assistant about your tickets
- Open Light Support Portal.
- Click Enable in Light Assistant in the top right.
- The first time, accept the Apps in the Light Assistant terms.
The button turns into an Available in LCI badge. Ask the assistant about a ticket, for example "What's the status of my bank feed ticket?". The assistant reads your tickets. Posting updates and marking tickets as resolved stay in the app.
To turn it off, click the pencil on the Available in LCI badge and turn off access in the dialog that opens.
Remove the app
On the Apps page, click ⋮ on the Light Support Portal card, then click Remove.
Your company stays linked. If you install the app again, your tickets come back without a new request, and Light Assistant access starts switched off.
FAQ and troubleshooting
Who can see Light Support Portal?
Company admins. The app appears in Apps for company admins, so ask a company admin at your company to install it or check a ticket for you.
Why is my ticket list empty?
If the page shows Light is linking your company, Light's support team is still confirming the link. Your tickets appear once it's done. If the page shows No open tickets, set the status filter to Closed or All. No tickets match shows when a search has no matching tickets. Try another word.
What does "Light needs to check your link" mean?
Light's support team needs to check how your company is linked. Contact Light support and they'll fix the link.
What does "Support is not available right now. Try again in a few minutes." mean?
The ticket list is unavailable for a moment. Try again in a few minutes.
How do I raise a new ticket?
Ask the Light Assistant to create a support ticket. See Contacting Light Support.
How do I reopen a closed ticket?
Contact Light support. A closed ticket is read-only in the app.
Related articles
Also searched as: support portal, support tickets, ticket status, see my tickets, track a support request, export support tickets, Waiting on you, support app.