Support  ·  For your staff

Getting started

Find your way around: the home page, the top bar, opening a ticket, and getting help.

This is where you ask for help and follow it until it’s sorted out. The home page shows what matters to you, and everything else is one click away in the top bar.

Your home page

The home page is made of tiles. Everyone gets My requests, the tickets you opened. If you work tickets or manage a department, you’ll also see tiles like Counts, Assigned to me, and Waiting for someone. If you approve requests, there’s Waiting on my approval.

An admin may have set up the tiles for your role, and you can change them for yourself. Click Customize to add, remove, move, or resize tiles. See Alerts and preferences.

When something big is going on, like an outage, a notice shows at the top of the page.

The top bar

• Home, Tickets, and Knowledge base are there for everyone.
• Approvals shows up if you approve requests, with a count of what’s waiting on you.
• Reports (or Surveys) and Settings show up for the people who use them.
• New ticket opens a request from any page. See Opening a request.

Before you open a ticket, try a quick search in the Knowledge base. The answer might already be there.

Your account menu

Click the circle with your initials at the top right. It shows your name, email, and role, with links to:

• Home page tiles, to set up your home page.
• Email and phone alerts, to choose what the helpdesk emails you about.
• Password and authenticator, if you sign in with a helpdesk password.

Sign out is at the bottom of the same menu.

When you sign in, the helpdesk may offer Keep me signed in on this computer. Tick it on your own computer or phone and you won’t have to sign in every time you open the helpdesk. Leave it unticked on a computer other people use.

Get help

Click the ? next to New ticket for help with the page you’re on, or press ? on your keyboard (you can turn that off under Email and phone alerts). At the bottom there’s a box to search all of help, and All help topics to see the full list.