FAQs

Conga Community

Watch the community tour or browse the FAQs below to get your questions answered. All roads lead to the Conga Customer Community.

Explore the Conga Customer Community! You can login or create an account here.

I’m having trouble logging in. What should I do?
1. Confirm that the email address entered is your company issued work email
2. Check your email spam/junk folder
3. Reset your password using the “Forgot Password” link
4. Clear your browser cache or try a different browser
5. If issues persist, contact community@conga.com
I tried to reset my password, but I never received an email. How can I get help?

First, please ensure the email isn't in a spam folder. Your password reset instructions should arrive in your inbox within 15 minutes. If you require additional assistance, please email community@conga.com.

Learn how to resolve support requests quickly in the Conga Community.

How do I submit a support case?

Log into the Conga Customer Community. Locate the support tab in the top right-hand banner, click, and a new page will open. You can then submit your case.

Note: To submit a case, you must be a designated Super User and be logged into the Conga Customer Community.
Will my support level entitlement change?

No. You’ll continue to receive the same support and entitlements as you do today.
Can I send an email to open a case?

Unfortunately, not. To enhance customer experience and ensure that we get necessary information to successfully resolve the concern, all cases will be submitted via the Conga Customer Community. To submit a case, you must be assigned as a Community Admin/Super User for your organization.

The following is a suggested mapping to help you select the right one:

Priority	Severity	Description
P0	Sev 1	Critical: Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
P1/P2	Sev 2	Urgent: Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export.
P3	Sev 3	High: System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
P4	Sev 4	Medium: Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users.

Does everyone have access to file cases?

Community Admins/Super Users will have the ability to file cases on behalf of your organization. If you’re not one of these users, please reach out internally to your contact.
Who are case collaborators?

They’re colleagues—such as admins or support contacts—who can be added to a case to receive the same updates as the primary contact. They can also respond to emails and share additional details to help resolve cases more quickly.
Can I access my previously submitted support cases?

Yes. All cases will be in the Conga Customer Community. You can see cases you and your colleagues submit on behalf of your organization. View your cases here. Once logged in, you can also select Support in the top right-hand banner.

Learn about global support options, and how to submit ideas.

If I have an idea for product enhancements, can I submit those in the community?

Yes! We value our customers’ feedback, and as part of the product enhancement process you can submit ideas directly within the Conga Customer Community.
I’m located outside the United States. Are there local access numbers I can utilize?
Yes. Here are local numbers to connect with a team who can submit the technical support case for me. See below:
- Americas
  Monday-Friday: 8:00am to 7:00pm PT
  866-502-3334 (toll-free)
  303-465-1616
- Europe
  Monday–Friday: 7:00 – 18:00 GMT
  +44 (0) 203-608-0165
- APAC
  Monday-Friday: 7:00am – 6:00pm AEDT
  +61 2 8417 2399