Track and respond to your support cases, view case history, and access related help content — all from one central location in the Formstack Customer Portal.
The Customer Portal makes it easy to:
- View all active and past support requests.
- Respond to cases and upload files in one place.
- Discover related help articles directly from help.formstack.com.
Logging In
- Go to help.formstack.com
- Click Sign In on the upper-right corner.
- You’ll be prompted to sign in with your Formstack account credentials.
- The first time you log in, you’ll see a connection request from Intellistack Support to link your account and allow access to the portal.
- Once connected, you’ll be redirected to your personalized dashboard.
Navigating Your Customer Portal
Case Management
- Select Support Requests from the top right to view or manage cases.
- You’ll see a list of cases you’ve submitted or been copied on (cc’d).
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Each case entry displays the following information by default:
- Case ID
- Created Date
- Updated Date (last response)
- Current Status
Tip: You can customize which columns appear by clicking the three dots in the top-right corner of the column headers. You can also sort any column alphabetically or chronologically (for example, by Date/Time Opened).
Viewing and Replying to a Case
You can view or respond to a case directly from your dashboard.
To reply to a case:
- Click the case title to open it.
- Review the conversation history between you and the Intellistack Support team.
- Enter your message in the Post box to add a comment or follow-up question.
- Attach any relevant files or cc additional contacts.
- Click Submit.
When you reply, the case status automatically changes from Pending to Open, indicating that action is needed from the Intellistack support team.
Note: You can continue to respond to solved cases if needed. Once a reply is received, the case reopens automatically.
Creating a New Case
If you need to create a new support request:
- From the Help Center or Support Requests page, click Contact Support.
- Complete all required fields on the form. The fields may vary based on the request type.
- As you type your issue summary, you’ll see suggested help articles appear based on your keywords.
- Review the suggestions to see if your question is already answered.
- If not, continue completing your form and click Submit.
After submission, your new case appears under your dashboard for tracking and updates.
Frequently Asked Questions
Do I have to use the Customer Portal?
No. You’ll still receive email notifications and can respond to support cases via email.
The Customer Portal offers the same functionality as email but provides a centralized, easier-to-follow view of your case history and communication with the Formstack team.
You can use either the portal, email, or both to manage your support cases.
Why don’t I see all my previous cases?
You’ll only see cases associated with the email address you’re logged in with.
If colleagues or end-users cc’d you on a case under a different email address, those cases won’t appear in your dashboard but will still be available in your email inbox.
Note: Only cases created after the launch of the Customer Portal (September 2025) are visible in the dashboard. Older cases remain accessible via email.
What does my case status mean?
Each status reflects where your case is in the support process:
- Open: The case is awaiting a response from the Formstack team.
- Pending: The Formstack team has responded and is waiting for your reply.
- On Hold: The case is temporarily paused while under internal review. (You’ll be informed of the reason before it’s placed on hold.)
- Solved: The case has been resolved and no further action is required.
Note: If you respond to a solved case, it reopens automatically. However, it’s best practice to open a new case for unrelated issues.
Limitations
Currently, portal access is unavailable for customers who only have a Forms for Salesforce plan.
Customers on those plans can continue to communicate with Support and manage cases through email.
Closing Notes
The Formstack Customer Portal provides a faster and more transparent way to track, manage, and respond to your support cases.
You can continue using email if you prefer, but the portal makes it easier to review your case history, reply, and upload attachments all from one central place.
For the best experience, sign in regularly to check case updates, manage your open tickets, and explore recommended help articles.