Skip to content
Contact Support
  • There are no suggestions because the search field is empty.

How to use the Sonio Customer Portal

Track your organization’s support tickets, check each ticket’s status, and reply to Sonio Support in one place.

What is it and who is this for

The Sonio customer portal is where you track every support ticket your organization has opened with Sonio. You can see each ticket's status, reply to Sonio Support and submit new tickets, all in one place.

Anyone at your practice with portal access can use it, for example sonographers, readers and practice managers following up on an issue.

To use it: your organization needs portal access, which is decided by your organization's stakeholders together with your account manager. To request access, or to add or remove a colleague, contact your account manager. Not sure who that is? Ask your lead sonographer or practice/clinic manager.

How it works

  • The portal shows every ticket associated with your organization: tickets you submitted, tickets your colleagues submitted, or opened by the Sonio Team on your behalf.
  • Each ticket's status updates automatically as it moves through our support process. Status changes don't send an email, so check the portal to see where your tickets stand.
  • You can search, sort and export your tickets, and reply to Sonio Support directly from each ticket's thread.

Ticket status What it means What you need to do
Ticket Received We've received your ticket and will review it shortly. Nothing yet.
In Review Sonio Support is investigating or working on a fix. This includes time spent with our technical and product teams. Nothing. We'll reach out if we need more information.
Need Your Response We need more information, a confirmation or an answer from you before we can continue. Open the ticket and reply in the ticket thread with the details requested.
Resolved, Needs Your Validation We believe the issue is fixed and need you to confirm it's working on your end. Check the fix and let us know if it's resolved or if the issue continues.
Contact Your Account Manager Your ticket has been passed to your account manager for follow-up. Expect to hear from your account manager, or reach out to them directly. Not sure who that is? Ask your lead sonographer or practice/clinic manager, or submit a ticket.
Closed The ticket is complete. Nothing. If the issue comes back, open a new ticket and reference the old Ticket ID.

 

Need Your Response and Resolved, Needs Your Validation mean your ticket is waiting on you. Sonio can't move it forward until we hear back. The latest message in the ticket thread explains what we need.


Step-by-step: sign in to the portal

  1. Go to lp.sonio.ai/customer-portal.
  2. Enter your work email in Email and your password in Password.
  3. Check Remember me to stay signed in on your own computer.
  4. Click Sign in. Your ticket list opens.

💡 Tip: forgot your password? Click Forgot password? on the sign-in page to reset it.


Step-by-step: find a ticket

  1. Choose a tab above the list: My view shows only tickets you submitted. Organization view shows every ticket for your organization.
  2. Type a Ticket ID or words from the subject in the search bar. The list updates as you type, and the record count shows how many tickets match.



  3. Click a column header to sort by that column, or click Sort for more control:
    1. Choose a column: Ticket ID, Subject, Requested By, Created, Last Activity or Ticket Status.
    2. Choose Ascending or Descending. For dates, Descending puts the newest first.
    3. Optional: click Add Subsort Column to sort by a second column, for example ticket status and then created date.
    4. Click Reset Sort to go back to the default order.
  4. Use Prev, Next or the page numbers at the bottom of the list to move between pages. Tickets are shown 10 per page.
  5. Clear the search bar to see all tickets again.

The ticket list shows these columns:

Column What it shows
Ticket ID A unique number for each ticket. Include it whenever you contact Sonio Support about a specific ticket.
Subject A short summary of the issue. Hover over a long subject to see it in full.
Requested By The person who submitted the ticket.
Created The date the ticket was opened.
Last Activity The most recent update on the ticket.
Ticket Status Where the ticket is in the support process.
  Status   If the ticket is still open or closed.

💡 Tip: sort by Ticket Status to group tickets with the same status together, so you can spot the ones waiting on you.

Step-by-step: view and reply to a ticket

  1. Click a ticket in the list.
  2. The Overview panel shows the ticket's details and any attachments.
  3. Read the ticket thread, which shows every message between your organization and Sonio Support.
  4. Type your reply in the Send message box at the bottom of the thread. Use the toolbar to format text, add a link or attach a file, such as a screenshot.
  5. Click Send. Your reply appears in the thread, where anyone at your organization can see it.

 

Step-by-step: submit a new ticket

  1. Click Submit a new Ticket at the top right of the portal, or open the support ticket form.
  2. Include as much detail as you can: what happened, when it started, who is affected, which exam or workflow it involves, and any screenshots. The more we know up front, the faster we can resolve it.
  3. Find your new ticket in the list with the status Ticket Received.

💡 Tip: to follow up on an existing ticket, reply in its thread instead of opening a new ticket.

 

Common questions / troubleshooting

  • Will I get an email when my ticket status changes? No. Status changes show in the portal only. Sonio Support still messages you when we need something or have an update.
  • What should I do if my issue is urgent? Submit a ticket and follow it in the portal for updates. Select the ticket to see the latest messages and reply there if anything changes.
  • I submitted a ticket but don't see it in the portal? New tickets can take a few minutes to appear. If yours is still missing after 5 minutes, submit a new ticket to let Sonio Support know.
  • I see tickets I didn't submit. Is that right? Yes. Organization view shows every ticket associated with your organization.
  • My ticket has been In Review for a while. Should I follow up? In Review means we're actively working on it, which can include time with our technical and product teams. You're welcome to reply in the ticket thread to ask for an update.
  • Can I reopen a closed ticket? If the same issue comes back, open a new ticket and mention the original Ticket ID so we can connect them.
  • Something in the portal looks wrong? If a status looks incorrect, a ticket is missing, or you see a ticket that isn't from your organization, submit a ticket or contact your account manager right away.
  • I don't know who my account manager is? Ask your lead sonographer or practice/clinic manager. You can also submit a ticket and we'll connect you with the right person.
  • How do I export my tickets? Click Export at the top right of the ticket list. You'll get a CSV file you can open in Excel or Google Sheets, with each ticket's ID, subject, requester, dates and status. Dates are shown in UTC.