Go to the Knowledge Base

• Click on Knowledge Base in the main menu.

Browse by Category

• If you're unsure what to search for, use the categories to browse articles by topic.

Alternatively, Use the Search Bar

• Enter keywords related to your question or issue in the search bar.

• Press enter or click the Search icon to the right of the search box to view a list of relevant articles.

Select an Article

• Click on an article title to read the full content and view any attached files, or links.

Go to the Service Catalog

• Click on Services in the main menu to see the list of available services.

Browse or Search for a Service

• Use the categories to browse by type, or enter keywords in the search bar to find a specific service.

Select a Service

• Click on the service name to view more details, including a description of what the service offers.

Submit a Request

• Click the green “"green request" button and fill out the form with the required information

• Click Submit to send your request.

Choose the Appropriate Service

• Click Services in the main menu.

  • Alternatively, Search for the service that matches your request. 

• Select the category or service that matches your request.

• Click the "green request" button on the service catalog page that corresponds to your request.

Fill Out the Ticket Form

• Provide a brief title and detailed description of your issue.

• Attach any relevant files if needed.

Submit the Ticket

• Click the Submit button to send your request.

Locate Your Ticket

• Find the ticket you want to track in the list. You can use filters or the search bar to narrow down the results.

• The default search with this method will display:

  • Ticket requests you have created or for which you are a contact or the requestor.

  • Tickets that are in a "New," "In Process," or "On Hold" status.

    • To see "Completed" or "Cancelled" tickets, select those options under the "Status Class" drop down.                                                   

View Ticket Details

• Click on the ticket title to open it. Here, you can see the status, assigned technician, and any recent updates or comments.

Check for Updates

• Review the “Comments” and “Activity” sections for the latest information on your ticket’s progress.

Locate Your Ticket

• Find the ticket you want to track in the list. You can use filters or the search bar to narrow down the results.

• The default search with this method will display:

  • Ticket requests you have created or which mark you as a contact or the requestor.

  • That are in a "New," "In Process," or "On Hold" status.

    • To see "Completed" or "Cancelled" tickets, select those options under the "Status Class" drop down.

View Ticket Details

• Click on the ticket title to open it.

Add a Comment

• Click the Comment button to additional information in the comment box and click save.

Check for Responses

• Monitor the “Comments” section for replies from the support team. You’ll also receive email notifications for new comments.