Home Page

The home page is your overview page that will allow you to access different sections. On the home page, you will see a search bar to let you search either Tickets, Knowledge Base Articles, or Both(selectable via the arrow on the right side). This will allow you to look up articles based on keywords for issues you are having or to search the knowledge base for additional resources. You also have the option to see popular articles or select your specific area you wish to view.

The other link on the home page is to access your Tickets. The tickets section below will go into more details.

My Area

The My Area page is where you will go to view and create tickets. To access the My Area page click on the My Area link in the upper right corner of the site. You will be able to filter on the right side the view to show open, closed or on-hold tickets and create a new ticket using the Add Ticket button on the right side.

Opening a Support Desk Ticket

To open a support desk ticket, you can use this Ticket Template or by clicking the Add Ticket on the My Area page. Please fill out the form fully with as much information as possible. The more details you can provide the quicker and better support we can provide overall. On the right side, you will see knowledge base articles that will adapt to the subject of your ticket. This means that when you start to type, it will change to find similar articles.

Once a ticket has been created, you will receive an email with a direct link to the ticket, ticket ID and ticket title. Once a ticket is submitted, you can use that link(or view it under the My Area portion of the website), this will allow you to view, add comments and resolving/canceling a ticket. More details can be found on the next page about using those functions. Upon getting a reply to a ticket, you will be notified via email. Simply click the link in the email or open the ticket from the My Area portion of the website to see the replies. We ask all users to please reply as soon as possible to tickets, tickets not responded to in 3 days will be closed out due to inactivity.

Ticket View

Edit: On the right side under Ticket Properties you will see an edit link. Clicking the link will allow you edit some basic details that were submitted on the initial ticket creation. Generally, the only reason to edit this will be to fix any errors such as the extension you are using or device name/number.

Replying: Clicking on the Reply button in the upper center of the page will let you reply to a message from the assigned support desk tech.

Comments: Comments are a one way type of communication. Under normal use you will use the reply button instead but if you are closing a ticket and want to provide an update to the techs why it is closing you can do it from here.

Knowledge Base

The Knowledge Base will be the main place for resources and self help information. Note that as of now, the knowledge base is very minimal but will soon be populated with common questions, forms, and information as the roll out is completed. From the main page, you can search for keywords or issues that you are having, or for specific files that you are looking for(such as new user forms, etc).