This article describes the following user functions:
- Signing in to Support.com® Cloud: See Signing In.
- Signing out of Support.com Cloud: See Signing Out.
- Changing your password: See Changing Your Password.
- Recovering a lost password: See Lost Password.
- Setting Your Availability: See Availability.
- Leaving Feedback: See Feedback.
Signing In
To sign into Support.com Cloud:
- Open your web browser, and then navigate to http://<company>.nexus.support.com, where <company> is the unique identifier assigned to your company.
The Sign In window appears.
- Enter your username and password in the appropriate fields, and then click the green Sign In button. If you like, you may check the Remember Username check box to have Support.com CLoud remember your username so you need only log in using your password.
Support.com Cloud will:
- Validate your password.
- Open to either the Navigator, Designer, or Analytics tab as appropriate for your role. See Roles (opens a different article).
Signing Out
To sign out::
- In the Navigation bar, click the User icon (person).
- Select Sign Out to be signed out of your account.
Changing Your Password
You may change your password at any time. To do this:
- Log into Support.com Cloud.
- In the Navigation bar, click the User icon (person), and then then select Reset Password.
The Reset Password window appears.
- Enter your old (current) password in the Current Password field.
- Enter your new password in the New Password field. This is case-sensitive.
- Confirm your new password by entering it again in the Confirm Password field.
- Click the green Save button.
Support.com Cloud will:
- Validate your information.
- Change your password.
- Close the Reset Password window.
- Return you to the previous screen.
Lost Password
If you forget your Support.com Cloud password:
- Open your web browser, and then navigate to http://<company>.nexus.support.com, where <company> is the unique identifier assigned to your company.
The Sign In window appears.
- Click the Forgot Password? link.
The Forgot your password? window appears.
- Enter your email address in the field, and then click the green Submit button.
- Check your email for an email from The Support.com Team. This email contains a hyperlink that you can click. Alternatively, you can copy and paste the supplied URL into your browser’s Address bar.
The New Password window appears.
- Enter a new password in the Password field (case sensitive), and then confirm that password in the Confirm Password field. Your new password must contain at least 8 characters that include at least one each uppercase letter, lowercase letter, and a number.
- Click the Set Password button.
Support.com Cloud will:
- Validate your new password.
- Return you to the Sign In window, where you can sign into Support.com Cloud using your new password.
Availability
If Skills-based session transfers have been enabled as described in Configuring Session Transfer Options (opens a new article), then Agents can toggle their availability to prevent accepting Skills-based session transfers by clicking the Availability icon in the upper right of the Support.com Cloud Navigation bar to select either Busy (default; unable to accept Skills-based session transfers) or Available (can accept Skills-based session transfers). This setting does not affect sessions that are transferred directly to an Agent. See Transferring a Session (opens a new article).
If you have Designer, Analytics, and/or Admin privileges (see Roles; opens a new article), then you will be able to receive session transfer notifications from within any tab. You will need to return to the Navigator tab to accept the transfer.
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Feedback
In the Navigation bar, clicking the User icon (person), and then then selecting Feedback opens an external website in a new browser tab/window where you can complete a survey about your experience using Support.com Cloud.
