TABLE OF CONTENTS


1. Channels

There are several ways for you to get in contact with the Voyager Support Team:

  • Email
  • Help widget
  • Support portal


1.1 Email

You can email us directly, at support@voyagerportal.com


Once your email is received, you will get a receipt confirmation and a Support agent will contact you within 24 business hours.


Below you may find a sample of the receipt confirmation.

If your email is to report an incident or problem, please provide all the details requested in the notification.





1.2 Help widget (requires login)

The Help widget is the question-mark icon that appears in all Voyager screens, in the bottom-right corner.


When you click on the widget, a contact form will pop-up for you to include the details of your request, or the issue that you found.


Some details such as name, email and page link may autopopulate, depending on whether you are logged into the portal. If they don't, you may complete them manually.


  1. Go to Voyager Portal app.
  2. Log in, using your email and password.
  3. Open the help widget.
  4. Fill in the required details.
  5. Describe your request or the issue - A description of the steps taken is really useful.
  6. Take a screenshot (if applicable) - This is very helpful when reporting unexpected behaviors or problems.
  7. Click on Send.


Once your request is received, you will get a confirmation email in the address that you indicated in the form, and a Support agent will contact you within 24 business hours.




1.3 Support Portal

The Voyager Support team can also be contacted from the Support Portal.

You can either open a Support Ticket (at all times), or use the Chat (during Support team business hours).


1.3.1 Tickets

To create a ticket: 


  1. Open the Support portal.
  2. Click on New Support Ticket.
  3. Fill in the required details.
  4. Check the I'm not a robot (CAPTCHA) box.
  5. Click on Submit.




Once your ticket is received, you will get a receipt confirmation, and a Support agent will contact you within 24 business hours.


Below you may find a sample of the receipt confirmation.

If your email is to report an incident or problem, please provide all the details requested in the notification.




1.3.2 Chat

The Chat box is only available visible during the Support Team business hours (Mon-Fri, from 9AM to 6PM GTM-3). However, you can open a ticket at any time using the option described above.


To open a Chat conversation:

  1. Click on the widget that appears in the bottom-right corner of the page.
  2. Type in your question or request.
  3. Hit Enter.


A Support representative will respond back to you. 

  • If no representatives are available at the moment, your question will still be saved, and the team will contact you via email as soon as they are available.
    • If this is the case, please provide your contact details, so the support team can reach back to you:
      • Name
      • Email
  • It is very important that leave your contact information, so the team can write you back.





2. Best Practices

Please find here some practices that will help the Support team to assist you better.


2.1 Urgency / Severity

If your request is urgent, please state that in the ticket’s subject, so the Support team can quickly spot the email and prioritize it accordingly.



2.2 Type of request

The reasons why you are contacting Support team may vary:

  • You may have a question about the platform or features.
  • You found an issue that needs to be fixed.
  • You need adjustments or changes to your existing workflows or reports.
  • You would like to share product suggestions for enhancements.


Depending on the nature of your request, there are certain and resolution of your ticket. 

Please check below what information can be helpful in each case.


2.2.1 Questions

  • Please provide a summary of your question or questions.

  • Describe what you need to do, and what Voyager section you are in.

  • If applicable, please provide an example. It can be:

    • A reference (voyage number, vessel name, etc.)

    • A link/URL

    • A screenshot of the page


2.2.2 Issues

  • Inform what Browser you are using (Chrome, Edge, other).

  • Describe the steps that were taken until the problem appeared.

  • Provide a screenshot of the error or issue. This is very important and useful.

  • Provide the link to the page where you found the problem.

  • Send as many details as possible.


2.2.3 Change Requests

  • Describe your request.

  • If the ask is to change a solution configuration or permissions, please provide the business reason for it.

  • For the creation of new users, please indicate the tasks that the user will perform in Voyager and, if possible, an existing account (for the same or similar role) that can be used as a reference.


2.2.4 Product Suggestions

  • Please describe your suggestion.

  • Detail the current state and how your suggestion would improve it.

  • Send screenshots or links to the pages your feedback refers to.



Remember, all questions are welcome. Please don't hesitate to contact us anytime.