Zendesk Customer Success Portal

Overview

For the convenience of our customers, Reciprocity created the Zendesk Customer Success Portal for tracking support issues. In addition to aggregating all your support tickets, you can also view and vote on ZenGRC enhancements most important to you and your company.

We hope this portal provides value to your experience using the ZenGRC application. 

Setting up a Zendesk Account

First-Time Access

To set up an account for an email address that has not been used to submit support tickets, complete the following steps:

1. Click https://reciprocitylabs.zendesk.com.
2. Click Sign up.
   
   
   
   
3. Complete the form, including selecting the I'm not a robot check box.
   
   
   
   
4. Click Sign Up. Alternatively, click Cancel to close the page without submitting information.
5. You will receive an email from Reciprocity to complete profile set up. Click the link in the email.
6. Enter a password different from the email address with at least five characters.
   
   
   
   
7. Click Set password.

Creating a Password

If you've ever emailed support@reciprocitylabs.com for assistance, you're already in our system. The only thing left to do is set up a password for secure access to your information.

To set up a password, complete the following steps:

1. Click Get a password.
   
   
   
   
2. Enter the email address used to contact Reciprocity support in the Email text box.
   
   
   
   
3. Click Submit.
4. An email will be sent with instructions for completing your account set up.

Submitting a Support Ticket

There are several ways to contact Reciprocity for support, with the Zendesk Customer Success Portal providing one more avenue.

To submit a Reciprocity support ticket, complete the following steps:

1. Log in at https://reciprocitylabs.zendesk.com.
2. Click Submit a request.
   
   
   
   
3. Complete the form and click Submit.
   
   

Accessing Submitted Support Tickets

Requests Tab

To access all your submitted support tickets regardless of status, complete the following steps:

1. Log in at https://reciprocitylabs.zendesk.com.
2. In the top, right corner beside your name, click the arrow to display a dropdown.
   
   
   
   
3. Click My activities. The page opens to show your Reciprocity Help Desk tickets.
   
   
   
   
4. To view information within a ticket, click the linked subject.

Contributions Tab

This tab is disabled.

Following Tab

This tab is disabled.

Viewing Product Feedback and Roadmap

At Reciprocity, we provide customers an early view of our product roadmap to facilitate communication and share insights.  Everything forward-looking on this roadmap is subject to change.  In fact, we share it openly for the express purpose of partnering with our customers and iterating on decisions early and often.

You can access the roadmap directly at the following link or via the Customer Success Portal by clicking Product Feedback.

ZenGRC Product Roadmap

Roadmap Categories

The product roadmap has the following categories:

• Planned: These are areas of active prioritization for the Reciprocity product team. This can give you insight into what's coming soon. We'd love your feedback at this stage - let us know what would make this feature useful, what needs you are trying to fill, or what questions you have.
• Launched: This is a brief refresher on what we've released recently. This will be updated with items in both beta and general availability.
• Under Consideration: These are topics of consideration for the product team - ranging from highly requested backlog features to areas of strategic growth. Votes here will help inform the long-term roadmap and feature prioritization.  Features in this area are up for deliberation but may not make it into the product in a clearly defined timeframe.

Voting for a Product Enhancement

We encourage our customers to vote for the enhancements and features on the product roadmap which are most crucial to their success with ZenGRC. The more votes an enhancement receives, the more likely it is to be prioritized for development.

There is no account login required to vote, but we do require you to include your email when you submit in order to follow up with more details.

Adding a Vote

1. Select a card of interest.

2. Choose an option for How important is this to you? 

3. Provide context about your use case, including any examples or context that you feel would be helpful for the Reciprocity product team.

4. Enter your email in the Email address box and press Submit.

The Reciprocity product team may reach out to you for further follow up.  We use this feedback to better align our roadmap to our customers' needs.