The Help Center is our dedicated support and guidance platform for CDP users. It provides access to guidance materials, a comprehensive Knowledge Base, and a channel to contact CDP Customer Support by raising and tracking cases for support.
Note: The CDP Portal is a separate system that is the primary working environment for your organization. This is where you complete and submit your questionnaire, manage your organization’s data, view scoring results, track disclosure progress and request organizations to disclose. The Help Center complements the Portal by providing support and guidance. While the Sign in page to the CDP Portal and Help Center look the same, they work differently. If you are a new user requiring access to the CDP Portal, you will require an invitation link. Please refer to our guidance to access and navigate the CDP Portal as a Discloser or as a Requester for more information.
This article focuses on navigating the Help Center. It provides step-by-step instructions for accessing the Help Center, navigating the Knowledge Base, submitting a query, and tracking your support queries. To ensure efficient and effective resolution, queries should be submitted through the Help Center by raising a case using the appropriate case category and subcategory.
Contents
Access the CDP Help Center
For existing users with CDP Portal access
To ensure your query is properly linked to your account and organization, we recommend you always access the CDP Help Center via the CDP Portal. To do this:
Log in to theCDP Portal. Alternatively, navigate to theCDP website and use the ‘SIGN IN’ button on the far right of the top navigation menu.
Note: The dropdown alongside the ‘SIGN IN’ button on our website provides access to our ‘Legacy Dashboards’, a separate data depository platform where historical datasets and reports can be accessed. Further information can be found in the relevant section of our Access and navigate the CDP Portal as a Requester and our Accessing your responses as a Discloser articles.
Once logged in to your Portal, open the ‘Help’ drop-down in the expandable side bar on the left-hand side. This is represented by a ‘question mark’ icon.
In the drop-down menu, select:
Help Center: This will take you to the ‘Knowledge Base’ page on the CDP Help Center. Use, the ‘Home’ icon on the top navigation bar to access the main Help Center homepage.
Contact Support: This will take you directly to the ‘Contact Support page, where you can complete the case form to submit your queries. Please refer to the sections below for further instructions.
Once redirected to the Help Center, you will automatically be signed in with your Portal account. You can navigate the entire Help Center browsing Knowledge Articles and click ‘Contact Support’ from the bottom of any page to raise a case.
An alternative way of accessing the CDP Help Center is via the CDP website. To do this:
Navigate to theCDP website.
From the top navigation menu select ‘Information’ and then click ‘Help Center’, as shown below.
On the Help Center homepage, click ‘Sign in’ in the top-right corner.
This will take you to CDP’s ‘Sign up or sign in’ page.
Here, insert the email address you use to access the CDP Portal and then your CDP Portal password in the page that follows
If you do not have a CDP Portal account and wish to submit a query, you can click 'Register' to create a CDP Help Center account here. Please see below for further guidance before creating an account.
For new users to the Help Center
To raise a case to contact support via the Help Center, you do not need a CDP Portal account. However, you will need a Help Center account to be able to sign in to raise a case.
If you are new to CDP or the Help Center and would like to Contact Support by raising a case to get help, follow the below steps to create a Help Center account:
Navigate to CDP’sSign up or sign in page.
Click the ‘Register’ link next to “Not a CDP user?”, underneath the ‘Continue’ button.
In the ‘User details’ page that appears, as shown below, fill in the requested information:
Email address
Password
Confirm Password
First Name
Last Name
Important: You will also have to tick the box at the bottom, confirming you agree to CDP’s Terms and Conditions and Privacy Policy before proceeding.
Once all the information has been completed, the ‘Register’ button at the bottom of the page will unlock, click this and then confirm the chosen details in the next page that appears.
Note: This registration only allows you access to the Help Center. It does not give you access to the CDP Portal.
Once successfully registered, you will receive a confirmation email. If you are not taken directly to the CDP Help Center, navigate back to the ‘Sign up or sign in’ page and fill in the login information you just created.
You should see your name on the top right-hand side of the Help Center. You are now signed in to the Help Center.
Review Knowledge resources
Before submitting a case, we advise you to review the Knowledge Base in the Help Center as this is often the quickest way to resolve common issues. The Knowledge Base contains a wide range of guidance in the form of articles, and includes step-by-step instructions, explanations of key processes, and updates on known issues. To use it effectively, enter clear and specific keywords into the search bar or browse by category if your query relates to a particular topic. Articles are also organized by user Roles and categorized in the order of the Discloser or Requester journey. You may also find it helpful to review the related articles within.
Taking time to check the Knowledge Base can provide immediate answers and help you better understand your issue before contacting support. It also ensures you are following the latest official guidance. If you are unable to resolve your query after navigating through the articles within the Knowledge Base, we encourage you to raise a case and contact our Customer Support Team through the CDP Help Center.
How to raise a case to contact support
Once signed in, to contact our Customer Support Team:
Click ‘Contact Support’ from the bottom of any page on the Help Center or Knowledge article.
Alternatively, click the ‘My Support’ from the top navigation bar.
In the ‘My Support’ page, click the ‘Contact Support’ button, as shown below.
Complete the case form as follows:
Subject line: Clearly summarize the topic of your query. When you start typing in the subject line, certain keywords will display any relevant Knowledge article related to your query.
Category and Sub-Category: Select the option that best aligns with your request or question. Please refer to the next section of this article for descriptions of each category and subcategory.
Description Box: Provide detailed information regarding your issue or inquiry. Include any relevant context, supporting information, and your specific questions.
Attach a file: Attach one or more files, documents or images to better identify the issue and/or difficulty presented.
Finally, click the blue ‘Submit’ button at the bottom, to confirm your case submission.
After submitting your case, you will receive an automatic email reply confirming that your case has been received and logged in our system. This email will contain a reference case number (i.e. CAS…). If you do not receive this email, please check your spam and junk folders.
You will also be redirected to your ‘My Support’ page once your ticket has been submitted which will display your new or current ‘Open Cases’ with their appropriate reference case number.
Case categories and subcategories
Monitor your cases and case assistance
You can review all cases you have raised and their status via the ‘My Support’ homepage using the drop-down on the left-hand side. Within this drop-down, toggle between ‘My Open Cases’, ‘My Closed Cases’, ‘All My Cases’ as shown below.
‘My Open Cases’ is the default view when you submit a ticket or access the ‘My Support’ page. Once you submit a case, a member of our Customer Support Team will review your request and respond via email to assist you with your case. You can also view responses to your cases in this section of the Help Center.
To view your closed/resolved cases please select the ‘My Closed Cases’ from the drop-down. In this view, you’ll have the option to re-open the case within 7 days from when the case was closed if you feel your case was not fully resolved. After 7 days, the case will be completed and cannot be re-opened.
For any new questions, please return to the Help Center and submit a new case.
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