This article explains what you can see in the HelpDesk, and why two people looking at the same ticket sometimes see different things.

Do I need to sign in to see my tickets?

Yes. Everything in the HelpDesk requires you to sign in with MFA (where mandated)

I do not have a sign-in. What can I see?

You can still take part in your ticket entirely by email, you just cannot browse the HelpDesk itself. Without a sign-in you cannot view a ticket list, search, or open a ticket in the portal.

What arrives in your inbox depends on how the specialist sent their reply. Each reply is sent either in full, meaning the response is in the email itself, or as a notification, meaning the email only tells you the ticket has been updated and the response is waiting in the HelpDesk.

How do I get a sign-in?

We set it up for you, you cannot register yourself. If you need access to the portal, please contact your line manager or Account Manager to set you up. 

Which tickets can I see once I am signed in?

Three things decide this.

• Tickets you raised. You can always see these.
• Tickets you were copied into. If you were added to someone else's ticket as a collaborator, you can see that ticket too.
• Other people's tickets in your organisation. This one depends on how your organisation has been set up with us.

For that last point there are three possibilities:

• No sharing. You see only your own tickets, plus any you were copied into. This is the default.
• Primary contacts only. Nominated people in your organisation can see all of your organisation's tickets. Everybody else sees only their own.
• Everybody. Anyone in your organisation with a sign-in can see all of your organisation's tickets.

If you are not sure which applies to your organisation, ask your Line Manager or Account Manager.

Why can I not see a colleague's ticket?

Because your organisation is not set up to share tickets, or it shares them only with nominated primary contacts and you are not one.

This is deliberate rather than a fault. If your organisation would like people to see each other's tickets, your primary contact or Account Manager can arrange it. If you only need one particular ticket, the quicker route is to ask to be added to that ticket as a collaborator.

What is a primary contact?

A primary contact is a person nominated to act for your organisation. Where an organisation shares tickets with primary contacts only, they are the people who can see all of it. Primary contacts also get a Reports section covering their organisation's users and ticket activity.

I received an email saying my ticket was updated, but it did not say what changed

That is a notification. The response itself is in the HelpDesk rather than in the email, so sign in and open the ticket to read it.

If you do not have a sign-in, you cannot see the reply and should ask a registered user for the information. 

I used to get email updates on a ticket and now I do not

If you were copied into someone else's ticket but do not have a sign-in, you will no longer receive the "your ticket has been updated" notifications. There was no point sending them: they asked you to sign in and read a response you had no way of opening.

Can I just reply by email instead of signing in?

Yes. Replying to any email we have sent you about a ticket adds your reply to that ticket, and attachments come through as well. The HelpDesk sees it exactly as if you had posted it in the portal.

This works whether or not you have a sign-in, so it is always available to you.

Still stuck?

If you cannot sign in, please contact your Line Manager or Account Manager.