User's Guide | Self Service Portal

Submit tickets

See how to report an issue and update your existing tickets. You’ll also learn how to add collaborators, track updates, and provide feedback once your issue has been resolved.

Report an issue

If something isn’t working as expected and you can’t find a ready-made solution in the knowledge base, you can submit a ticket to report the issue to the IT department.

  1. From the homepage, click Submit a Ticket. The Report a Technical Issue form opens.

  2. Fill in the required fields to describe your problem. Be as specific as possible to help IT understand the issue.

    While typing the Summary, the portal may automatically suggest ready-to-use solutions. These are Knowledge Base articles that might help you fix the problem yourself. If one of the suggestions solves your issue, you can close the dialog without submitting the ticket.

  3. You can also add collaborators - for example, your manager or a teammate - so they receive updates about this ticket.

Track and update tickets

Whenever IT updates your ticket, you’ll get a notification, both by email and via the notification bell. You can also see the latest updates on the homepage, in the Latest Updates widget. If you need to view a specific ticket — to check details, add a comment, or cancel it — you can do so easily.

  1. From the side navigation menu, select Tickets and Requests.

  2. Open the ticket you want to review.

  3. Here you can:

    • Add a comment if you think IT needs more details

    • Attach files like screenshots or documents

    • Mark the ticket as closed if the issue is no longer relevant

Provide feedback on resolved tickets

After your ticket is resolved, you’ll be prompted to rate the support you received:

  • Select a star rating based on your experience

  • Optionally, leave a comment to provide more details

Your feedback helps the IT team improve service quality and better address your needs in the future.

Add collaborators

When creating a ticket, you can add collaborators — people who should stay informed about the progress. They can be colleagues affected by the same issue, managers who need visibility into the situation, or anyone else who should receive updates.

Collaborators will:

  • Receive notifications on ticket updates

  • Be able to view the ticket details

  • Get notified when the ticket is resolved

For example, if you submit a ticket about a printer issue, you might add your manager as a collaborator so they’re aware of the delay affecting your team.