JWP Help Center User Guide

Learn how to submit and view support tickets.

This user guide was created to explain how to navigate through the JWP Support Help Center to submit new tickets, and view tickets (active and archived*) created by anyone in your organization. It will also provide links to our documentation and your dashboard.

*Only tickets created from the 3rd October 2022 will be displayed.



Accessing the Help Center

To access the JWP Help Center, you will need to go to your browser and navigate here: https://support.jwplayer.com/. (NOTE: This will be accessible from the 3rd of October). From here you can sign into your account to see the status of your tickets or submit a new ticket without an existing account.



Submit a ticket to support

To submit a ticket you will need to navigate to the Submit a request tab.
This will open a form asking for details of the support issue you are experiencing. Once you have submitted your request you will be able to create an account (if you haven’t already) and view the status of the ticket.


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When completing the form please provide as much detail as possible: error codes, logs, and devices affected are all really useful to help us understand what is causing the issue.


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Documentation

To access the JWP Documentation Hub you will need to navigate to the Documentation tab.

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Dashboard

To access the JWP Dashboard you will need to navigate to the Dashboard tab.

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System Status

To access the JWP System Status Page you will need to navigate to the System Status tab. From here you can keep track of the status of the JWP system, view past statuses and sign up for email alerts.

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Signing in

To access the JWP Help Center Sign In page, you will need to navigate to the Sign in tab. Enter your email address and password and click Sign in.

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Signing up without logging a new support request

If you would like to view support requests submitted by other members of your organization and you do not have an account yet, you can click on Sign Up and this will allow you to add your details to create a new user account.

Once you have done this you can raise a request with JW Player Support team for them to enable this. Or reach out to your Account Manager who will raise this with Support.

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Get a Password

If you have previously submitted a support request via email then you do not need to sign up,
Instead you can click on ‘Get a password’ and you will receive an email allowing you to reset it.

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Forgotten Password

If you forget your password, then we can set you up with a new one. On the sign in page click on Forgot My Password and you will be able to request an email with a link to reset it.

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Viewing your support requests

To access your support requests you will need to navigate to the User tab and choose My activities from the drop down options. The User tab will be displayed as your name in the top right corner of the page. From here you can view any support requests you have created including open, pending and solved*.

*Only tickets created from the 3rd October 2022 will be displayed.

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From here you can search for a specific request in the search bar and also filter the request by status.

To view the details of a support request, click on the subject of that request and it will open the ticket view. From here you can see the history of the request and reply to the request.

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To reply on the ticket you will find a field at the bottom of the page for you to add your message to the support team. Once you have submitted a reply, the request will be sent and the support team will be notified.

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Requests I’m CC’d on

To access any support requests that you have been CC’d on you will need to navigate to the Requests I’m CC’d on tab in the My Requests section.

From here you can search for a specific request in the search bar and also filter the request by status.

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All requests from my organization

To access any support requests that have been created by anyone at your organization you will need to navigate to the Organization requests tab in the My Requests section.

To enable this you can raise a request with the JWP Support team for them to enable this. Or reach out to your Account Manager who will raise this with Support.

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Edit my profile

To edit your profile you will need to navigate to the User tab and choose Edit my profile from the drop down options. The User tab will be displayed as your name in the top right corner of the page. From here you can change your name, profile photo, email and phone number.

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Change password

To change your password you will need to navigate to the User tab and choose Change password from the drop down options. The User tab will be displayed as your name in the top right corner of the page. From here you will need to type in your current password, new password and confirm new password before saving.

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Sign out

To sign out you will need to navigate to the User tab and choose Sign out from the drop down options. The User tab will be displayed as your name in the top right corner of the page. From here you will be able to sign out by clicking the sign out button.

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We hope that you will find this user guide useful and if you have any further questions please contact JWP support via our email address: [email protected]