I Have Logitech Paid Services, but I Don't Use Sync Portal
Business Support ticketing and license management are merging into Logitech Sync Portal, to bring all of our business products’ post-purchase interactions into one place.
We recommend using all of Sync’s features, but if you prefer not to connect your devices to Sync, you don’t need to – Sync will simply become the new place you open support tickets and manage all applicable service licenses, just like you do with our Service Portal or Business Support ticketing today.
Our legacy ticketing and licensing systems will still be available for now, but we will eventually discontinue them in favor of Sync. To make the transition, here’s what you need to do:
Create a Sync account (we recommend one IT administrator set up the Sync Organization then invite other users, to avoid duplicating organizations)
Make sure to add any other users who need to open support tickets or manage licenses for your company
Find instructions for 1-2 and resources for new features, below
Table of Contents
Getting Started in Sync
If you haven't already, we strongly recommend checking with your IT administrator to see if your company already has, or is in the process of setting up a Sync Portal account. If so, they'll be able to invite you.
If you need to set up a Sync account, all you'll need to do is provide your work email, company name, and a few more details at this link. For a step-by-step setup guide, click here.
Sync is built on secure, cloud-based architecture (details here) that keeps your devices safe, but if you still prefer not to connect your products to Sync, no problem: using Sync for support ticketing or license management doesn't require you to connect your devices to Sync.
All you need to do is set up a free account, and you and your colleagues can open and collaborate on support tickets.
User Management
Sync makes it easy to add and manage users from the Settings menu and has a variety of user roles, find details here.
Make sure you add anyone who will need to open tickets or manage service licenses on your behalf, as well as manage your fleet of devices if you use Sync's other features.
If you aren't able to access to add users, make sure to check with your IT administrator so they can invite your colleagues as needed.
Support Ticketing
Support ticketing can be found in Sync's main navigation menu, as well as under the Support section of any room or desk space you've set up in Sync.
If you have a paid service contract applied, all you need to do is make sure the right room or desk is selected while creating the ticket and it will automatically be routed to the appropriate service tier.
For an in-depth walkthrough of ticketing in Sync, check out this guide.
Previously Created Tickets
Business support tickets you opened outside of Sync, or a Sync-linked Service Portal account (such as our ProSupport / Business support help site) will be imported to Sync for your convenience, appearing alongside new tickets you open in Sync (note: this applies only to business support tickets).
Initially, these tickets will only be visible and editable for you, linked to you by your email. They will appear for you in any Sync organization you join, but other members of the Sync organization will not be able to see them.
This will allow you to switch all of your ticketing over to Sync now, and in the near future we will release a feature allowing you to move these tickets into your company's Sync organization if you choose, so your colleagues can also view and update them.
Service License Management
Once you've purchased Logitech service licenses, it only takes a few clicks to add and manage them in Sync.
Entering your service contract in the Contracts section will import your licenses, and then you can assign them in bulk, one at a time, or from individual room or desk spaces. A guide with full steps can be found here.
Upcoming Features
In the near future we will be adding more options to Sync, including:
an option to Sync to register devices for inventory and warranty tracking using serial numbers, with no connection to Sync required. No release date is available yet, but we will notify Sync users when it is available
an option to import your previously opened support tickets into your Sync org (for now they will be visible and actionable only to you)