Using the Self-Service Portal

A Self-Service Portal is a convenient, usually online, gateway where users can view, create, and track their own support requests without directly contacting the IT department. It is an efficient way to get help and monitor the progress of your requests. Here's how you can use it:

I. Access the Self-Service Portal:

Access the portal using the URL provided by your IT department. You may be required to login using your organization's credentials.

II. Navigate the Dashboard:

On the main screen or dashboard, you can often see a menu or icons for various options such as submitting a new ticket, viewing your existing tickets, accessing a knowledge base, or browsing FAQs.

III. Submit a New Ticket:

To raise a new support request, look for a button or link saying "New Ticket", "Create Request", or similar. In the new ticket form, you'll be expected to provide as much detail as possible about your issue, such as:
- The type of issue (software/hardware).
- The applications or systems affected.
- A description of the problem and any error messages.
- Attachments or screenshots if available.

Once filled, submit the form to create a new ticket.

IV. Track Your Support Requests:

You can use the portal to track the progress of your submitted tickets. Look for an option saying "My Tickets", "View Requests", or similar. Clicking on a ticket generally allows you to see details including status, who is assisting you, and any updates or notes they have entered.

V. Self-Service Features:

Most self-service portals also include a knowledge base or resources section. Here, you can find articles, how-to guides, troubleshooting steps, and FAQs which may allow you to resolve common issues on your own.

VI. Notifications:

If your support request is updated or resolved, you'll typically receive an email notification. You can usually also see these updates in the portal by viewing the relevant support ticket.

Remember, using the self-service portal effectively helps you save time, get support more efficiently, and keep track of all your support requests. If you face any difficulties using the portal, contact your IT department for assistance. They will be happy to help you navigate the portal and utilize it to its fullest potential.