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Opening General Support Tickets

Learn how to submit a support request ticket for general inquiries that are not related to a specific client, account, or ticket.

Applies to:

  • All Portfolio Managers, Advisors, Wealth Planners, and support staff.
  • Eligible Support Request Types: General Inquiries relating to Tech Support, Training, Optimize Funds, Payroll, Compliance, and more.
  • Not for: Inquiries relating to a particular client, account, or existing service ticket.

When to Submit a General Support Ticket

  • You can't find the assistance you require in the Knowledge Base or with Stacy, Optimize's AI-Powered Advisor Assistant.
  • You need additional systems training.
  • You have a question that is not related to a specific client, account, or existing service ticket.

How to Submit a General Support Ticket

  1. Log in to the Optimize Portal
  2. Go to the Support Tab
  3. Select "Open Ticket" on the General Support Request box
  4. Select the Relevant Support Category
    • If your request doesn't align with the available categories, select the most similar category.
  5. Enter the details of your request
    • Write the request in the space provided and include any relevant details or context
    • Upload any attachments that may provide context (E.g. If you received an Error Message with a particular system)
  6. Provide your Contact Details
  7. Review & Submit
    • Once you submit the request, a General Support Ticket will be created and assigned to the appropriate team.

Please Note: For requests submitted with insufficient information for the support team to assess or understand your inquiry, additional information may be requested in follow ups.

After Submitting the Request

A new General Support Ticket will be created. You can locate it:

  • In the Support Ticket Pipeline, where you can track the progress and confirm when the ticket has been closed.
  • Via the submission confirmation email, where you can click the link to see the support ticket.

Processing Times

  • You will receive a response typically within [insert service standard] after the ticket has been submitted. 
  • The ticket will be closed typically within [insert service standard] after any required information is provided.