Requests and tickets
Opening a request
Section titled “Opening a request”Choose New Ticket in the side menu: the new request window opens. Alternatively, start from the Service Catalogue, which groups services by category (Hardware, Software, Network & VPN, Access, Email, Other) and opens a guided request.
In the window you fill in:
- Target service: the service the request is for. You see only the services active for your organisation.
- Request type: for example a fault report or a service request (see Request types).
- The request title and description.
- The affected service or system and the affected users, if needed.
- The additional fields required by the chosen request type.
- Attachments: you can upload several files, up to 25 MB each.
You do not choose the priority: the provider’s agents assign it based on impact. You are the requester, the user you signed in with.
When you send, the request becomes a ticket and you find the ticket in My Tickets. If you close the window before sending, the portal asks you to confirm so you do not lose what you wrote.
Request types
Section titled “Request types”The types you see depend on the services active for your organisation.
| Request type | Service |
|---|---|
| Request a service | Customer service |
| Report a disruption | Customer service |
| Ask a question | Customer service |
| Send a complaint | Customer service |
| Request a change | Customer service |
| Leave feedback | Customer service |
| Request an escalation | Customer service |
| Report an IT problem | IT services |
| Request an IT service | IT services |
| Request an IT asset | IT services |
| Report a network disruption | Managed network services |
| Request an intervention or a maintenance window | Managed network services |
| Report a suspected security incident | Managed security services |
| Report a suspicious email (phishing) | Managed security services |
| Request support or a security check | Managed security services |
If your contract includes them, the provider can also enable Request access and Request a software licence.
My tickets
Section titled “My tickets”My Tickets lists the tickets of your whole organisation, for all services. For each ticket you see key, title, type, service, requester, handling, priority, status and date of the last update.
You can filter by:
- status: open, in progress, waiting, closed;
- priority: from P1 (critical) to P4 (low);
- request type;
- period: last week, last 30 or 90 days, last year, all.
You can export the list to CSV, Excel or PDF.
Editing a ticket and talking to the agents
Section titled “Editing a ticket and talking to the agents”Open a ticket from the list to see its detail. If you opened it and it is still open, you can edit the title, description and additional fields. The agents manage status, priority and assignment.
In the Conversation section you read the comments and reply with Send comment. You see only the comments meant for you: agents’ internal notes are not visible on the portal.
Approvals
Section titled “Approvals”In Approvals you find the requests waiting for your decision. The Pending, Approved and Rejected tabs separate requests by outcome. You select one or more requests and choose Approve or Reject.
Rating the service
Section titled “Rating the service”When a ticket is resolved, the portal asks you How did it go?: give a rating and, if you like, a comment on what went well or badly. You can also answer Later.
The Feedback page summarises your organisation’s satisfaction: average rating (CSAT), NPS, number of responses in the last 90 days, monthly trend and main complaints by category.
Requests received by email
Section titled “Requests received by email”If your organisation also opens requests by email, Ingest monitor shows the status of the emails received: when they arrived, channel, status, processing attempts and ticket created. The page is read-only.