How can I access the Help Center?

Are you searching for our previous customer success portal? Allow us to introduce you to the Natterbox Help Center, our brand-new customer portal designed for seamless support case management, access to documentation, and training videos. Rest assured, your homepage login links remain valid, so there's no need to update your bookmarks except for documentation links which can now be found here on the Knowledge Base.

How can I get access to the Natterbox Help Center?

• When you join Natterbox one of our deployment engineers will enable one or two of your contacts to be designated Natterbox community administrators.

• A Natterbox community administrator can then add as many contacts from your business as needed to our Help Center.

• If you are already with Natterbox but lack access at this time then please reach out to your customer success manager who can set you up.

• There are different roles that can be assigned to your contacts:

• There is no limit to how many admins you can have but each account must have at least one, as well as one Billing contact and one support contact as a minimum.

How do I login for the first time?

Upon being granted access to the Help Center, whether by a colleague within your organization or a representative from Natterbox, you will promptly receive a welcome email. Kindly review your spam folder if you are unable to locate it in your primary inbox.

Once you receive the email, please click on the long link and proceed to create your password.

Note: the link will expire within 24 hours, so it is recommended to act promptly.

If you do need to reset your password at any point, you can click ‘Forgotten password?’ and you will be able to set a new password.

What do I see as an Admin user?

Admin Homepage

As an Help Center admin, you will be greeted with this homepage:

Upgrade Package 

At the bottom of the homepage, you will see a notification if you are not on a package version more recent than our latest quarterly release. To get access to the newest features and the most stable version of Natterbox, please update your packages. See How to Upgrade for the package links and how to do it.

Manage My Contacts

This button is only available to Admin users. From here you will be able to manage contacts, add new ones, remove old ones and change access levels. When changing access levels, please refer to the image at the top of this guide for what each permission level has access to. 

If a contact within your organisation needs to changes their role, contact details or access on the Help Center, as an admin you are able to edit this. Select the contact from your list of contacts, then click 'Update Contact’. From here, the wizard will take you through the changes.

Support

From the Support page, you will be able to raise cases and view existing ones, for your entire organisation not just ones you raised yourself. 

Please note: A Standard Plus user can see this page and is able to raise cases however, they can only see cases they raised not support cases for your whole organisation. 

Knowledge Base

The Knowledge Base link is a shortcut to our public access documentation site. Feel free to use Eddy (our AI search engine) to find what you are looking for!

Ideas Hub

This button enables users to submit and share ideas for enhancing the Natterbox product. Your valuable input is greatly appreciated. For further details, please refer to this article.

What do I see as an Standard Plus user?

Standard Plus Homepage

As a Natterbox Standard plus user you will be greeted with this homepage:

Support

From the support menu you will be able to raise cases and view existing ones that you have previously raised. You will not be able to see all cases raised by your organisation.

Knowledge Base

The Knowledge Base link is a shortcut to our public access documentation site. Feel free to use Eddy (our AI search engine) to find what you are looking for!

Ideas Hub

This button enables users to submit and share ideas for enhancing the Natterbox product. Your valuable input is greatly appreciated. For further details, please refer to this article.

What do I see as an Standard user?

Standard Homepage

As a Natterbox Standard user you will be greeted with this homepage:

Knowledge Base

The Knowledge Base link is a shortcut to our public access documentation site. Feel free to use Eddy (our AI search engine) to find what you are looking for!

Ideas Hub

This button enables users to submit and share ideas for enhancing the Natterbox product. Your valuable input is greatly appreciated. For further details, please refer to this article.