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How to get help from IT

Four steps. You’ll get an email each time something changes on your ticket.

  1. Sign in with your company email

    IT creates your account and emails you a temporary password. Click Confirm my email in that email, sign in, and choose your own password. The temporary password works for 3 days; after that, ask the admin or the developer for a new invite.

  2. Report the problem

    Select Report a problem. Say what’s wrong in a few words, then describe it: what you were doing, what happened, and any error message. Add a screenshot if it helps.

    You don’t need to pick a priority or a person. Every ticket goes straight to the developer.

  3. Follow it, and reply when asked

    Open My tickets to see where each ticket is, like tracking a parcel. When it says Need your reply, the developer has a question for you: open the ticket, write your answer and select Send reply.

    New
    Received. The developer hasn’t started yet.
    Developer working on it
    The developer is working on it.
    Need your reply
    The developer needs an answer from you.
    Closed
    The developer thinks it’s fixed.

  4. Check the fix, and reopen if needed

    When a ticket is Closed, check that the problem is really gone. If the same problem is still there, open the ticket and select Reopen ticket. For a different problem, report a new one.

Good to know

How do I get an account?

Ask the admin or the developer to add you. You’ll get an email with a temporary password and a Confirm my email button, both valid for 3 days. Confirm your email, sign in, and choose your own password.

What should I put in a ticket?

Say what you were trying to do, what happened instead, and any error message you saw. A screenshot often helps. Never include passwords.

How will I know there’s an update?

You get an email whenever the developer replies or closes your ticket. When the status says “Need your reply”, open the ticket and answer the question.

What if the problem comes back?

Open your closed ticket and select Reopen ticket, then say what’s happening now. The developer sees the whole history. For a different problem, report a new one.