Frequently Asked Questions About New ServiceNow Portal
Question: When is the new portal going live?
Our target launch date is March 4, 2025 with the final time still being confirmed. We will be sending out a final launch notice confirming the details closer to the date and will also update this page.
Question: How do I access the new portal?
We’re updating the “Submit a ticket” links inside bids&tenders and on our website to point to the new portal, just follow them to take you there.
If you have the old support portal URL bookmarked, or referenced in any documents, you’ll want to replace it with the new link once we launch. Unfortunately, we’re not able to setup a permanent redirect from the old portal to our new portal.
An account has been setup for all active Buyer users with your business email address as the Username. You’ll need to use the Forgot password link to reset your password before your first login.
If your attempts to reset your password aren’t working, please reach out to support@bidsandtenders.ca and we will help you get setup.
How do I add a screenshot to my case?
If you’re creating a ticket in the support portal, you can add a screenshot as an attachment.
A quick and easy way to do take screenshots is to use the windows Snipping Tool app, save the screenshot to your desktop or another convenient location, and then attach it to the case.
What is my Username for the new portal?
Your username for the portal will be your work email address, the one associated with your agency’s primary domain.
Question: How do I log a ticket?
Follow the same links you’ve used to access the current portal, and they will take you to the right place.
You’ll need to login to create a ticket. An account has been setup for all active bids&tenders users with your email address as the Username. You’ll need to use the Forgot password link to reset your password before your first login.
If your attempts to reset your password aren’t working, please reach out to support@bidsandtenders.ca and we will help you get setup.
Our support team’s phone number and email address aren’t changing, so you can also reach out to us by phone or email.
Question: How do my Suppliers log a ticket?
Suppliers will be able to log tickets from our new support Portal without a login, by selecting “Contact Us” or by using the same phone number and email address they’ve used in the past.
If you have the old Supplier support portal URLs bookmarked, or referenced in any documents fo your Suppliers, you’ll want to replace it with the new link once we launch. Unfortunately, we’re not able to setup a permanent redirect from the old portal to our new portal.
Question: What will happen to my old tickets?
All tickets that are open and active on launch day will be migrated over into the new platform. You’ll continue to receive ticket updates via email as progress is made, and the links in those notifications will take you to the migrated ticket in our new portal.
You can also login to the new portal directly and view your ticket in there – your migrated tickets will be associated with your Agency and your user account by matching the user account and email address you used to submit the ticket in the old portal.
Historical closed tickets are not being migrated, but our team will still be able to access them for awhile after launch, until we sunset our old platform entirely.
If there is information in older tickets that you rely on, we recommend you copy it out of our current support portal and save it somewhere for internal reference.
Question: I have a ticket open right now in the current portal, what will happen to it?
All tickets that are open and active on launch day will be migrated over into the new platform.
You’ll continue to receive ticket updates via email as progress is made, and the links in those notifications will take you to the migrated ticket in our new portal.
You can also login to the new portal directly and view your ticket in there – your migrated tickets will be associated with your Agency and your user account by matching the user account and email address you used to submit the ticket in the old portal.
Question: Why do I need to login to log a ticket in the new portal?
Logging in to an account in order to submit a support ticket has several advantages for both you and our support team, such as:
- Access to ticket history associated with your account
- With user and Agency profiles readily available, our support team will be able to route, diagnose, and resolve issues more efficiently.
- Reduced SPAM and duplicate requests will reduce the noise so our support team can focus on resolving legitimate issues
- Insights into ticket trends and recurring issues associated with your account
Question: I can’t login to the new portal, what should I do?
- Make sure you’re using your email address as your Username
- If this is your first time logging into the portal, you’ll need to use the Forgot password link to setup your password before you can login the first time.
If you’ve tried those two things and still can’t login, or are not receiving the password reset email. Please reach out to support@bidsandtenders.ca and we will help get you setup.
Question: I have feedback on the new support portal, how can I share it?
Submit a case to our support team, just like you would when looking for help with one of our products, and share your feedback.