Description:

In Zendesk Help Portal, you can view all your correspondences that you have currently sent into us. All responses to your chats and emails will be located within this area and this will be where you can go to see responses, in one organized location.

Sign In Step-by-Step instructions:

First Time User (Have not emailed or contacted support):

1. Go to URL: https://lockstep.zendesk.com
   1. 
2. Click ‘Sign up’ next to New to SARA?
3. Enter your Full Name and your Email that you use for SARA 
4. Check for an email from support@lockstep.zendesk.com asking to Create a password for SARA
5. Click ‘Create a Password’ in the email
6. Once the password has been set, you will now be able to log into your Zendesk Help Desk

Emailed Us Before (Contacted support and started an interaction, but have yet to sign in):

1. Go to URL: https://lockstep.zendesk.com
2. Click ‘Get a Password’ next to Have you emailed us?
3. Enter the email that you have used to email us with.
4. Check for an email from support@lockstep.zendesk.com asking to Create a password for SARA
5. Click ‘Create a Password’ in the email
6. Once the password has been set, you will now be able to log into your Zendesk Help Desk

Returning User:

Go to URL: https://lockstep.zendesk.com

1. Use your email and password you have set up to log into the Help Desk
2. If you receive an error saying that you are not set up with an account, please follow the steps listed in the ‘Have You Emailed Us Before’ section

Zendesk Help Center:

Once logged into the Zendesk Help Portal, you can view all your correspondences that you have currently sent in to us. This will include any of your chats that you have sent into us, as well as open cases. All responses to your chats will be located within this area, and this will be where you will go to see responses. 

When you log in, you will be defaulted to the Home Page that will look like the below page. This is where you can search our Knowledge Base for help with any issues that arise. We are actively working on providing additional information as we find the need as well. If there are any articles you wish to see, please feel free to let us know what you are hoping to see.

From this home page, you will click your name in the top right to bring down the options, You will want to click on the Requests.

This will bring up a list of your past requests that have been opened. This is where you will be able to check if there has been any new activity on any of your previous chats as well. With the switch to Zendesk and the way the chat system works, you will have to come into this area to see any responses instead of how it used to show in the chat bar on SARA. You will also receive an email of any responses as well after the chat has ended, we ask that you log into the Zendesk portal to respond to the email as this will make sure that it updates the case properly.