Open a support ticket when you need help from your IT provider. You can follow its status from start to finish in My Requests.
Need something common, like a password reset or a software install? Try THEO first — it can often finish the job in seconds. See Get IT help from THEO.
Submit a ticket
- In your portal sidebar, select Support, then select New ticket.
- Don't see New ticket? Your IT provider hasn't turned on ticket access for your account. Ask them to enable it.
- Choose the category that fits best: General, Hardware, Software, Network, Email, Security, or Other.
- Choose a priority (see the table below).
- Write a short subject, for example: “Can't connect to VPN from home.”
- In the description, include:
- What's happening, and any error message (word for word)
- When it started
- What you've already tried
- Drag screenshots or photos into the attachment area. (No attachment area? Your IT provider has turned off file uploads for your organization.)
- Select Submit. Your ticket appears in My Requests.
Which priority should I choose?
| Priority | Use it when |
|---|---|
| High | You or your team can't work at all. |
| Medium | It's slowing you down, but you have a workaround. |
| Low | It isn't urgent and can wait. |
Follow and reply to your ticket
Known issue: opening a ticket from My Requests doesn't work in every portal yet, and we're fixing it. You can still see each ticket's status in the list, and your IT provider is notified of every new ticket.
- Select My Requests in the sidebar.
- Open the ticket.
- Type your reply in the box at the bottom, attach files if you need to, and select Send. Your technician is notified.
If your provider has given you company-wide access, you'll also see All Requests, with every ticket for your organization. See View all company requests.
What the ticket statuses mean
- Open — received and waiting for a technician.
- Pending — being worked on, or waiting for your reply.
- Resolved — your technician thinks it's fixed. Reply to reopen it if it isn't.
- Closed — finished. No further action.
Email updates
Your IT provider decides which ticket updates are emailed to you. Emails go to the address on your portal account. To change what you receive, contact your provider.
Common questions
I submitted a ticket but can't find it.
In My Requests, set the status filter to All. If it's still missing, your technician may have merged it into another ticket — check your email for a notice.
Can I open a ticket by email?
Yes, if your IT provider has set up a support email address. Otherwise, use the portal.
How do I reopen a resolved ticket?
Open the ticket and reply. Your reply reopens it and notifies your technician.
My file won't attach.
Your IT provider can turn file uploads off for your organization. If uploads are on, most common file types work, including screenshots and documents. If a file is blocked, send it to your IT provider another way.