For enhanced security and improved support, we will be adding SSO / authentication for users to interact in the ShipWorks Support Center. This means you must be logged in to comment, create, and vote on community posts, view the “My Requests” section, and comment on help articles. This change will not impact your ability to contact support via email.
We will also be adding new functionality that allows ShipWorks account owners to add additional users in the ShipWorks Hub so that they can access not only the ShipWorks Hub, but the Support Center and the “My Requests” section.
In order to provide the best, most efficient support to you, we are adding this extra layer of security that will ensure only current, active ShipWorks customers are able to reach our support staff for quick responses and resolutions. Additionally, this new step will improve overall data security, guaranteeing that your information continues to stay secure.
By allowing for additional users to be added to your ShipWorks account, we are also opening further lines of communication between you and our support staff to enable easier troubleshooting.
Starting on October 1, 2021 all ShipWorks users will need to log in to their ShipWorks Hub account to interact on the ShipWorks Support Center and view the “My Requests” section.
Only users who have ShipWorks Hub accounts will be able to interact with the Support Center and view the “My Requests” section.
Users who previously used another authentication method (i.e. Google, Microsoft, Facebook, etc.) to sign into the ShipWorks Support Center before September 30 will have accounts created for them in ShipWorks so that they do not lose access to the ShipWorks Support Center. These users will need to reset their password in the ShipWorks Hub to access the Support Center. To do so, please use the Forgot My Password link on the login page.
Users who do not have a ShipWorks Hub account can continue to access the Support Center articles and submit email support tickets, or be added into the ShipWorks Hub by the account owner. This transition does not impact the ability to view any Support Center articles or to reach support via email.
Any replies to support tickets created before September 30 at 6 PM CST will generate a new ticket with our support team. There is no action needed on your part. We have retained all previous support communications and we will make sure to merge any new information provided to your existing support ticket.
If you get a response from our team on a communication created before September 30 at 6 PM CST, a new ticket number and email thread will appear. The new ticket will have the same ticket history as the old ticket. Please reply on the new thread to continue working with our team.
Still Need Help?
Please feel free to reach out to one of our awesome Technical Support Representatives in St. Louis. We are happy to help.
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