New Customer Portal FAQ

Customer Portal Transition FAQ

🔄 Why are you switching from the Help button to a new portal?

The new portal provides better visibility into your tickets, faster communication, and more flexible access options — all in one place. It’s a more modern and scalable platform to support your team effectively.

🧭 Where do I go to access the new portal?

You can access the portal in several ways:

• Go directly to https://service.castlerocksky.com/portal
• Click the “Portal” link in the top bar at castlerocksky.com
• Use the desktop shortcut we’ve deployed to your machine
• If your organization uses Microsoft Teams, look for it pinned to the left sidebar

🔐 Do I need to log in?

Most users can use the “Sign in with Microsoft” button for immediate access. If not, just click “Forgot Password” on the login screen to reset your credentials.

🆘 What if I can’t log in or something’s not working?

You can always reach us the traditional way:

• Email: support@castlerocksky.com
• Phone: 303-209-9809

🖱️ What’s happening to the old “Help” button?

The old taskbar “Help” button is being phased out. All support requests should now be submitted through the new portal or the contact methods above.

🧩 What are the benefits of the new portal?

• Easier ticket submission and tracking
• Clear status updates on your requests
• A centralized place to view all support communications
• Integrated with Microsoft Teams (if your company uses it)