Summary: The Tickets Portal gives you a real-time view of all support tickets raised by your organisation. You can check ticket status, review ticket details, and send follow-up messages.
Permissions Required: You must be logged into AXP to access the Tickets Portal. No special admin role is required.
⚠️ Important: The Tickets Portal is only accessible while you are logged into AXP. If you log out of AXP, you will immediately lose access to the portal. Make sure you stay logged in for the duration of your session.
How to access the Tickets Portal
Log in to AXP.
In the navigation, click the Help & Support tab.
From here you have two options:
Click Ticket Portal to go directly to the portal, or
Click Check Out Our Help Centre to open the Help Centre first, then look for the Tickets Portal card at the top of the page and click it.
The Tickets Portal will open, showing all tickets associated with your brand.
💡Tips: You can also access the portal directly at helpcentre.alliants.app/en/tickets-portal after logging in AXP.
How to find and track your tickets
Once inside the portal, you will see a list of all tickets associated with your brand.
💡 To see only tickets you created, see the Created by me tab. This is useful if your organisation has many tickets and you only want to view your own.
If you are a brand admin, you can check All tickets:
Search for a specific ticket by entering a keyword in the search bar at the top. You can search by ticket title, description, or ticket ID. Note that search uses exact keyword matching only.
Filter the list using the filters at the top of the portal. You can filter by:
Ticket type
Status (e.g. open, in progress, resolved)
Created or last updated date
Ticket assignee
Sort the list by clicking any column header. You can sort by ticket ID, type, status, created date, or last updated date.
Click on any ticket in the list to open it and view the full details.
What details can I see on a ticket?
When you open a ticket, you can view:
Detail | Description |
Ticket ID | The unique reference number for the ticket |
Description | Full description of the issue or request |
Ticket type | The category of the request |
Created date | When the ticket was submitted |
State | Current state of the ticket (e.g. open, in progress, waiting, resolved) |
Last updated | When the ticket was last updated |
How to follow up on an in-progress ticket
If you want to add more information or check on progress for a ticket that is still open:
Open the ticket from the portal list.
Click View conversation inside the ticket. This opens the conversation linked to the ticket in the Alliants Messenger.
From here, click Join conversation to add yourself to the thread, or type your message and send it if this ticket was created by you. The support team will be notified of your reply.
Limitations to be aware of
Please note the following limitations of the Tickets Portal:
Login required: You must be logged into AXP to access the portal. Logging out will immediately remove your access.
Exact search only: The search bar supports exact keyword matches only — partial or fuzzy searches are not supported.
Company-level visibility: By default, you can see all tickets associated with your organisation, not just the ones you created. This may vary depending on how your account is configured.
Ticket must have a company assigned: A ticket will only appear in the portal if it has been associated with your company. If a ticket you raised is not visible, contact the Alliants support team to check it has been linked correctly.
Wide tables: Tables within ticket details may extend beyond the visible area on screen. Scroll horizontally to see all content.
Error messages
If you see an error when trying to access or use the Tickets Portal, use the table below to identify what it means and what to do.
Error message | What it means | What to do |
"The tickets portal is disabled" | The portal has not been enabled for the Help Centre | Contact Alliants Support with the error message and a screenshot |
"You are not logged in" | You are not logged into AXP, or your session has expired | Log in to AXP at alliants.app and try again. If you are already logged in and still see this error, contact Alliants Support with the error message and a screenshot |
"You do not have permissions to access the tickets portal. You do not have a user role" | You accessed the portal without being fully logged in — you may have been recognised as a guest instead of a registered user | Log out of AXP, log back in, then try accessing the portal again |
"You do not have permissions to access the tickets portal" | Your account has not been granted access to the portal | Contact Alliants Support with the error message, a screenshot, and your account email address |
"You are not associated with any companies" | Your user account is not linked to a company in our system | Contact Alliants Support with the error message, a screenshot, and your account email address |
💡 Tips: When contacting Alliants Support about a portal error, always include a screenshot of the error message and the email address you use to log in to AXP. This helps the team resolve the issue faster.
Common Questions
Q: I can't see the Tickets Portal on the Help Centre — why?
A: You need to be logged into AXP for the portal to appear. If you are logged in and still cannot see it, your account may not yet have any tickets associated with your organisation, or the portal link may not be visible on your current view. Try accessing the direct URL or contact the Alliants support team for help.
Q: A ticket I raised is not showing in the portal. What should I do?
A: A ticket only appears in the portal if it has been assigned to your company in our system. If yours is missing, contact the Alliants support team and provide your ticket ID — they can check the assignment and update it if needed. The ticket should appear in the portal within a few minutes of being assigned.
Q: Can I reopen a resolved ticket through the portal?
A: You cannot change a ticket's status directly in the portal. To reopen or follow up on a resolved ticket, click Send us a message from within the ticket to message the support team directly.
Q: I logged out of AXP and now I can't access the portal. How do I get back in?
A: Log back in to AXP, then return to the Help Centre and access the portal again. Your ticket history will still be there — logging out does not delete any data.