Revised 10/09/2025

Navigating the GOsupport Portal

This guide will help users access information within and submit cases through GOsupport.

 

  Important Information

GOsupport is an ever-evolving application that will continue to grow as we add new Knowledge Articles, videos, and White Papers.

GOsupport is an application that allows clients to:

• Create support and new work cases
• Collect training materials to onboard new users ​
• Increase knowledge using resources in the Knowledge Base, including updated guides and videos
• View important announcements about known issues regarding akoyaGO products
• Register for upcoming virtual events, such as User Groups and Product Update Webinars
• View previous event recordings

GOsupport’s main purpose is the submission and tracking of Support cases. However, there are other helpful areas to explore.
 

  Signing in to GOsupport

Click the GOsupport link under the Resources section in the lower left side navigation bar of akoyaGO. You can also reach GOsupport directly from this URL: gosupport.powerappsportals.com
 

 

Click the Sign in button in the upper right-hand corner.
On the following page, you will be prompted to sign in using a Microsoft account.

• If you have reached GOsupport through the CRM link OR by navigating to the portal in the same browser in which you are already signed into your MS account, you will be able to simply click the Microsoft button and automatically log in.
• If neither of the above scenarios applies, you will be prompted to sign in with your email and password.  Please note that the email address must be the same address that is associated with your Microsoft Account.
   

 

  Using Announcements

Announcements notify clients of major Product Bugs that have been identified by our Support and Development teams. Within Announcements, the Date, Status Reason, akoyaGO Product, and Title of the Case are provided and can be referenced for updates about the status of the case.

​ 

 

  Using the Knowledge Base

The Knowledge Base provides clients with a variety of resources to allow self-sufficiency within the akoyaGO products, including:

• Knowledge-Based Articles
• Videos
• Webinars
• Learning Courses
   

 

Many of our Knowledge Articles and videos are sorted by their associated akoyaGO Product or Category. Begin by clicking on a category to view relevant resources.​

When new users are added to your organization or accessing new areas of the products for the first time, we recommend that the Point of Contact or System Administrator create a list of relevant videos and Knowledge Articles from the Knowledge Base specific to the new user's role within the organization. 
 

  Using Events

Register for upcoming virtual events, such as User Groups and Product Update Webinars. Previous event recordings will become available within one day of the event.

 

 

To receive more information about upcoming or previous events, click the name of the event to access additional information, including the webinar's recording following the event.
 

  Using My Support

Through My Support, clients can:

• Create cases for support or new work
• Review the status of cases
• Add additional information/attachments

 

 

  Creating a New Case

Once in My Support, click on the Open a New Case button on the right-hand side of the window.

                     

When you begin to type in the Subject of Issue field, you will notice Knowledge Articles will appear that may be helpful regarding this issue. 

  Filling in Detailed Information

If the suggested topics don’t match your concern or no options appear, you can manually enter all necessary details related to your issue.

In the Impact Level of your problem drop-down, you can indicate how urgent the issue is—or specify if it’s a general question or a request for customization.

The Organization and Contact fields will auto-populate as long as you're logged in with your active work-associated email address.

In the required Which Product field, you’ll find a drop-down list of distinct products—including an Other option if your product isn’t listed.
 

There are two optional fields:
What entity? Examples include: Contacts, Requests, Gift Payments, Donors & Prospects, etc.
The record name and number typically refer to a specific gift, payment, contact, or similar item.

 

 

Providing detailed information helps us resolve your issue more efficiently. Please include screenshots, specific record numbers, or even a direct link to the relevant area in your CRM—these details significantly speed up the troubleshooting process.

After you click Submit, you’ll see a confirmation screen indicating your case has been submitted. You’ll also receive an email from akoyaGO confirming receipt of your case.


 

  Tracking Active Cases

Once you submit a case, you’ll be redirected to the My Support area. There, you can view the case you just created along with any other active cases.  Clicking the case number will open the full case record. After the Support Team receives your submission, you’ll be able to track:

• Who has been assigned to your case
• The current stage of the case
• Any notes or attachments added by the team

 

  Adding Additional Information

To add more information or images to your case, scroll to the bottom of the case record and click the Add Comment button.

A pop-up window will appear where you can enter your details.

Once you've added your note, click the Update button in the lower-left corner to save it.

You can also upload more documents.  

 

  Close or Cancel Cases

 

If a solution has been found regarding the subject of your case, please add a comment that the case can be closed.  We will close the case on your behalf.