In order to enhance the efficiency of our query logging system, we would like to inform you that the current method of logging queries via this webform will be discontinued as of March 31, 2024
We are transitioning to a more streamlined process for logging queries through the Sage Portal or by accessing the provided link. We believe this change will offer a more simplified and improved experience for all users. Thank you for your cooperation and understanding during this transition period.
You can now log your queries online on the Sage Portal, where the form will be pre-populated based on your user profile.
How will I log a query or request on the Sage Portal?
Step 1: Access the Sage Portal
- Access the website https://portal.sage.co.za/shp
Step 2: Enter your login credentials
- Complete your Site Code and registered login credentials
- Only active registered user can access the Sage Portal - you company's Administrative user will have access to create a profile (How can I give access to my payroll users on the Sage Portal?)
- If you have not accessed the Sage Portal before, use the 'Reset Password' option to create your new password (How do I reset my password on the Sage Portal?)
Step 3: Select to 'Log a Query'
- From the menu options, select Support > Log a Query (New)
Step 4: Complete the details of your query on the form
- The form will be pre-populated with the Sage Portal details linked to your profile
- You will be able to change some details (e.g. product) if required
- Complete the form with the details of your query or request
- Some fields are marked as mandatory (with *), and require information to be completed, to be able to submit the form
- Take note: When you select to add file attachments to the form, all the files must be selected at the same time to upload
Step 5: Submit the form
- Click on Submit to send the form to Sage Customer Support
- An onscreen message will display and reflect the case reference number
- You will also receive an immediate auto-response via email, which will identify your query’s reference number.
- You may use reference number to follow up on the progress of your logged query, or track your status under View All My Queries once incident has been logged
- You will receive a response from our experienced consultants
Take note: From March 31 ,2024 we will discontinue the current webform submission process on (Webforms) Smartsheets, and only make use of this new process . You will also be able to get in touch with the Customer Support Team via Chats and Phone (voice) channels.
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