Submitting a Support Ticket

Welcome to our support system! Whether you need help, have a question, or want to report an issue, submitting a support ticket ensures our team can track your request and respond promptly. Here’s how to get started:

Part 1: Logging into Customer Portal

Click the question mark on the top of the screen and select Contact Support. You will be redirected to the Customer Portal log-in page.

Image of Customer Portal Login

You have two log-in options (make sure to use the same email you use to communicate with Via Scientific):

Register a new account using the “Register here” link at the bottom of the page. Once registered, log in with your new credentials. (Note: These credentials are separate from your Foundry login.)
Passwordless log-in – simply enter your email address and receive a log-in link.

Don't forget to check your junk/spam folder if the confirmation email doesn't appear in your inbox.

Part 2: Explore the Customer Portal

After logging in, you’ll see three main tabs at the top of the page:

Submit a Ticket – Use this to create and submit a new support request.
Tickets – View a list of all your submitted tickets, track their progress, and reply to our team within each thread.
Sign Out – Log out of your account when you're done.

Image of Customer Portal

Part 3: Submit a Ticket

Click on the “Submit a Ticket” tab to open the submission form.

You’ll need to fill out a few fields (these will be saved for your next submission):

Full Name & Email Address – Use the email address you used to log into the portal (should match your Foundry account).
Company Name – Include your organization name.
CC Other Team Member(s) – If you want teammates or managers to follow the ticket, add their email addresses. They will receive email updates and, if they create a Customer Portal account, they’ll also see the ticket in their own portal.
Request Type – Choose the category that best describes your request.
Ticket Subject & Description – Clearly describe the issue. Use the example inputs provided in the form for guidance.
Priority – Low, Medium, High, or Urgent
Attachment – You can attach one file during submission (e.g., screenshot, logs). After the ticket is created, you’ll be able to upload multiple files directly within the ticket view. (See Step 5: Viewing a Specific Ticket)

Image of Submitting Ticket

Part 4: Review Submitted Ticket(s)

Click on the “Ticket” tab to open the list of submitted tickets.

Ticket Stage Explained

Every support ticket progresses through four main stages:

New – Your ticket has been received by the Via Scientific Support team. You’ll receive a confirmation email with your ticket ID.
In Progress – Via Scientific – Our support team is actively working on your ticket.
Customer Review – We’ve responded to your ticket and are waiting for your feedback or input to move forward or close the issue. Please check the ticket thread for any updates or action items on your end.
Done – The issue has been resolved and the ticket is now closed.

You’ll receive an email notification every time your ticket stage is updated, so you’re always in the loop.

Ticket Status Explained

Tickets in New*, In Progress, or Customer Review stages will show a status of "Open."**
Once a ticket reaches the Done stage, its status changes to "Closed."

Part 5: Viewing a Specific Ticket

Click on any ticket to open it.

Inside each ticket, you can:

View ticket properties such as Ticket ID (starting with #), subject, description, status.
Read and respond to all communication between you and the Via Scientific Support team
Upload multiple attachments to support your issue (e.g., screenshots, data files)

Image of Submitted Ticket

Summary

We're excited to support you!

If you have any questions or feedback about the portal experience, feel free to let us know through this ticketing system:)