Ticket Requestor Quick Start Guide

This article explains how Client Portal users can submit ticket requests, track their progress, communicate with technicians through comments, and manage alerts and withdrawals for their service requests.

This guide is for Client Portal users who need to submit ticket requests, report incidents, and track open requests. Whether you're requesting IT support, HR assistance, or facilities services, the Client Portal provides a straightforward way to get help. Note that users without access to a Ticketing application cannot modify existing requests.

In this article, we'll cover:

• Submitting a Ticket Request
  • Public Access to Services
• Viewing Your Ticket Requests
• Understanding the Feed
• Adding Comments
• Managing Request Alerts
• Withdrawing a Request
• Additional Actions

 

Submitting a Ticket Request

When you need assistance from a service area in your organization, you can submit a ticket request through the Client Portal.

To create a new ticket request:

1. Log in to the Client Portal (if you have credentials)
2. Click Services in the navigation to access your organization's service catalog
3. Locate the service you need by:
   • Browsing through service categories
   • Using the Search or Services A-Z links in the subnav
4. On the service page, click the Request Service button in the right sidebar (the button text may vary)
5. Fill out the request form with all required information
6. Click Submit

After submitting, you will see a confirmation page with links to view the request you just created or view all your ticket requests. You can also copy the link to share your request.

Public Access to Services

Some request forms may be configured for public access, allowing users to submit requests without logging in. This is helpful for:

• Password reset requests
• Initial access requests
• Vendor support scenarios
• General contact forms

If you have login credentials, it's best to submit requests while logged in so you can easily track them in the portal. Whether logged in or not, you'll receive an email confirmation for each request.

Unregistered users can submit requests and receive confirmation emails, but cannot view or track requests in the Client Portal.

Viewing Your Ticket Requests

Once you've submitted a ticket request, you can view its progress, comments, and additional information.

To view your ticket requests:

1. Log in to the Client Portal
2. Click Services in the navigation
3. Click Ticket Requests in the subnav
4. If needed, adjust the search criteria and click Search

Depending on your permissions, you may also be able to view ticket requests from others in your department.

Viewing who has read your request:

When you open a ticket request, the "Read By" section on the right side of the page shows a history of who has viewed your request and when. This helps you confirm that your request has been given the right attention.

Understanding the Feed

Each ticket request has a Feed that shows the complete history of activity, including:

• Edits - Changes made to the request details
• Status Changes - Updates to the request's progress (In Progress, Resolved, etc.)
• Comments - Messages between you and the technicians working on your request

You can use the filter checkboxes to show or hide different types of entries.

To view the Feed:

1. Open your ticket request in the Client Portal
2. Scroll to the bottom of the page

The Feed displays all activity in chronological order, helping you track the progress of your request.

Adding Comments

You can communicate with technicians working on your request by adding comments to the Feed.

To add a comment:

1. Open your ticket request in the Client Portal
2. Scroll to the bottom of the page to the Feed
3. Click Comment
4. Select who should be notified of your comment (depending on system settings, some users may be automatically notified)
5. Enter your message in the text box - you can apply basic formatting using the toolbar buttons
6. If the option is available, choose whether your comment should be:
   • Public - Visible to anyone who can view the request
   • Private - Only visible to technicians and administrators
7. Click Save

Managing Request Alerts

Alerts notify you via email at specific stages of your request's lifecycle. You can add or remove these personal notifications as needed.

To add an alert:

1. Navigate to Services > Ticket Requests
2. Click the title of your ticket request
3. Click Add Alert
4. Select the alerts you want (options may vary):
   • All Tasks Complete
   • Ticket is Completed
   • Ticket is Due
   • Ticket is In Process
   • Ticket is Overdue
5. Click Save

Your active alerts will appear in the "My Active Alerts" section of the request detail page.

To delete an alert:

1. Open your ticket request in the Client Portal
2. In the "My Active Alerts" panel, click Delete next to the alert you want to remove
3. Click OK to confirm

Withdrawing a Request

If you no longer need assistance with a request, you can withdraw it.

To withdraw a ticket request:

1. Go to Services > Ticket Requests
2. Use the search if needed to find your request
3. Click the title of the ticket request
4. Click Withdraw Request at the bottom left of the page
5. Select the reason you're withdrawing your request
6. Optionally, add more details in a comment
7. Click Withdraw

Additional Actions

From the ticket request detail page, you can also:

• Add Attachments - Upload files related to your request
• Copy Link - Share a direct link to your request
• View Request Details - See all information submitted with the request