Accessing Convercent Support - Converge Community
<main> <article class="userContent"> <p>We look forward to hearing from you and helping answer any questions or resolve any issues that may arise during your use of the Convercent application. You can reach support with any questions by using one of the methods outlined below. However, for the quickest response time, we recommend using the global support form within the <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2Ftopiccatalog%3Flanguage%3Den_US" rel="nofollow noreferrer ugc">myOneTrust</a> portal. </p><h2 data-id="submitting-a-support-ticket-myonetrust-portal">Submitting a Support Ticket - myOneTrust Portal</h2><div class="js-embed embedResponsive" data-embedjson="{"height":540,"width":960,"photoUrl":"https:\/\/embed-ssl.wistia.com\/deliveries\/628966d67048d88538308bc9ad872c70.jpg?image_crop_resized=960x540","videoID":"u118ddkw1y","url":"https:\/\/onetrustprivacy.wistia.com\/medias\/u118ddkw1y","embedType":"wistia","name":"Improvements to Support - How to open a ticket in MyOT","frameSrc":"https:\/\/fast.wistia.net\/embed\/iframe\/u118ddkw1y?autoPlay=1"}"> <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fonetrustprivacy.wistia.com%2Fmedias%2Fu118ddkw1y" rel="nofollow noreferrer ugc"> https://onetrustprivacy.wistia.com/medias/u118ddkw1y </a> </div><p>If you do not already have a myOneTrust account, follow the steps below to create one. Please note that access to the community will be granted within 24 hours, however, you will have the ability to submit a support case immediately after registration.</p><p><strong>Create an Account on myOneTrust</strong></p><p>Navigate to the <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2Flogin%2FSelfRegister%3Flanguage%3Den_US%26startURL%3D%252Fs%252F%253Ft%253D1587743884774" rel="nofollow noreferrer ugc">myOneTrust registration page</a>. Then enter the required details and click <strong><em>Sign Up</em></strong>.</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2FGQBRW54IPEZQ%2Fonetrust-sign-up-copy.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/GQBRW54IPEZQ/onetrust-sign-up-copy.png" alt="OneTrust Sign Up copy.png" height="674" width="541" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p>After you register, you will receive an email notification from <strong>support@onetrust.com</strong> with the subject line "<strong>Welcome to myOneTrust</strong>". From the email, click <strong><em>Activate my Account</em></strong> to set up a password. Please note that access to the community will be granted within 24 hours, however, you will have the ability to submit a support case immediately after creating your password.</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2F5FZSUEMAFAHZ%2Fmicrosoftteams-image-286-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/5FZSUEMAFAHZ/microsoftteams-image-286-29.png" alt="MicrosoftTeams-image (6).png" height="853" width="855" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <h2 data-id="find-guidance-or-create-a-support-case"><strong>Find Guidance or Create a Support Case</strong></h2><p>Go to <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2Ftopiccatalog%3Flanguage%3Den_US" rel="nofollow noreferrer ugc">myOneTrust</a>.</p><p>In the top navigation menu, select <strong>Get Help</strong>.</p><p>The <strong>Tell us about your issue </strong>screen will appear. From here you can search for more guidance.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2FLX1XGE748KAH%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/LX1XGE748KAH/image.png" alt="image.png" height="785" width="1541" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2F87WEH5KMV3DN%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/87WEH5KMV3DN/image.png" alt="image.png" height="805" width="1097" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>If you do not find an answer, use the <strong>Global Support Form</strong> to submit a new ticket. Click <strong><em>Create a Support Case</em></strong>.</p><p>After you click to <strong><em>Create a Support Case</em></strong>, a form will appear allowing you to provide the following information:</p><ul><li><strong>Summary</strong>: Enter a summary of your issue.</li><li><strong>Cloud</strong>: Select <strong>Ethics and Compliance</strong>.</li><li><strong>Module</strong>: Allows you to specify which module you need to open a ticket for <ul><li>To help you select the appropriate option, many of the module’s corresponding platforms will be listed on the left.</li><li>For Convercent-specific modules, you will see ‘Convercent Platform’ listed and ‘OneTrust Platform’ listed for OneTrust-specific ones. </li></ul></li><li><strong>Severity</strong>: The<strong> </strong>severity<strong> </strong>of your issue</li></ul><p>Please note that at this time the <strong>Account ID field</strong> can be left empty for most Ethics & Compliance Cloud customers.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2FLP9JCEFO2IJY%2Fmicrosoftteams-image-287-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/LP9JCEFO2IJY/microsoftteams-image-287-29.png" alt="MicrosoftTeams-image (7).png" height="832" width="1808" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>If for some reason you are unable to use the global support form, you can</p><ul><li>Send an email to <a href="mailto:ethicssupport@onetrust.com" rel="nofollow noreferrer ugc">ethicssupport@onetrust.com</a> </li><li>Contact us at 1-800-335-7639</li></ul><p><strong>Special Note</strong>: Reporting parties can send questions to support@convercent.com.</p><h2 data-id="viewing-open-support-cases">Viewing Open Support Cases</h2><p>You can view open support cases that you have using any of the following methods:</p><ul><li>On the <strong>Get Help</strong> page, scroll down and select the <strong>Review My Cases</strong> link.</li><li>On the myOneTrust header, click your name and select <strong>My Profile</strong>. Within <strong>My Profile</strong>, click the <strong><em>Cases</em></strong><em> </em>tab.</li><li>On the myOneTrust header, click your name and select <strong>My Account</strong>.</li></ul><h2 data-id="submitting-a-support-ticket-via-converge-community">Submitting a Support Ticket via Converge Community</h2><p>To submit a support ticket for an Ethics and Compliance Cloud section covered in Converge, navigate to the <a href="https://converge.convercent.com/" rel="nofollow noreferrer ugc">Converge Community</a> and select <strong>Convercent Support > Support Case</strong>. You will then be presented with a form that will prompt you to input additional details for your support case. </p><ul><li>Visit our main Community and Support portal, <a href="https://converge.convercent.com" rel="nofollow noreferrer ugc">https://converge.convercent.com</a>, then click the <strong>Convercent Support</strong> tab at the top and choose <strong>Support Case.</strong></li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2FC61P5UIS709Y%2Fsupport.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/C61P5UIS709Y/support.png" alt="support.png" height="279" width="659" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>