Overview

You face a problem with your Onyx support portal where you are unable to access the knowledge base or submit requests.

Solution

The problem might be happening because your organization is not bound to the right support portal. In order to get this resolved, contact Onyx support explaining your problem and mentioning your email and organization and the Onyx support team will be happy to help you. 

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Follow the procedure that is provided in the article Zendesk Organizations and update the organization details to bind it with the right support portal.

Assume the user's identity to make sure everything works perfectly before notifying the user about the change. 

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