Set Up Support or Get Help on your Journey

Participants need a clear way to get support while using Momenta. There are two main options to provide this:

• “Get Help” on the login page (pre-login access)
• The Support tab inside the journey (after login)

These support touchpoints should be configured before launch based on your regional process, client agreements, and whether BTS Helpdesk or a custom team is managing support.

On the login page, participants can click “Get Help.” This opens a popup with default language pointing to momentasupport@bts.com. While the email address cannot be changed, you can customize the text using Text Keys.

How to Customize the Text:

• Export the Text Keys Excel file from Client Settings
• Use Ctrl+F to find:
  • gethelp_support → Title of the popup
  • gethelp_support_email_text → First line of text
  • gethelp_respond → Final line (“A representative will respond…”)
• Edit text values and re-upload via Admin Settings

Note: Email shown will always be momentasupport@bts.com. You cannot change this from the interface.

This allows logged-in participants to access a dedicated support page from the side navigation.

Setup Steps:

1. Open the Journey in the Admin App
2. Go to Journey Configuration > Nav & Page Builder
3. Drag the Support menu item from the left panel to the right
4. Reorder if needed, then Save & Publish
5. Click the gear icon next to “Support” and select “Link Support Page”
6. Select the correct client collection, locate your support content item, and link it
7. Save, Publish, and Exit & Unlock

Create a Support Content Item:

• Create a new Content Item and select type Support
• Add your helpdesk text, support email, and optional links/images
• Save Draft and Publish
• You can reuse content from other collections using copy and reuse content

Before launch, confirm with your support contact or regional ops team:

• What inbox or ticketing system should participants use?
• Are you using Freshservice or a standalone email inbox?
• Do you want to use journey.helpdesk@bts.com (EU recommendation)?

Important Notes:

• All channels use an email address behind the scenes
• Some support systems auto-create tickets (e.g., Freshworks)
• Don't use the same email for client-side tickets and BTS helpdesk tickets

Need to use Freshservice or assign cases to BTS Helpdesk? Email journey.helpdesk@bts.com to discuss setup.

• Support tab setup is per-journey – must be done for each journey manually
• Login page help popup always uses momentasupport@bts.com (email cannot be changed)
• Contact BTS Helpdesk if you need to escalate or route specific tickets to PMO, Ops, or Community teams
• Helpdesk can assign tickets directly to your team in Freshservice if needed
• Helpdesk will onboard any team members added to the portal

• Get Help Popup (Login Page)

• Support Tab Content Item

• Linking Support Page in Nav Builder

• Support Content Type