How do I Create Tickets in the End-user Portal?
As an end-user, you can submit tickets in the Portal.
Remember: When an admin or an agent signs in to the End-user Portal, they are treated as end-users and can manage only those tickets that either they have created or were submitted on their behalf.
Results: You will receive an email notification about creating a ticket with all the details that you have entered.

Note: You can only add comments to existing tickets as described in How do I Add Comments to a Ticket in the End-user Portal?
What details do you see on the My tickets page?
You see the following ticket details on the
My tickets page:
- Ticket ID - An internal identifier of your ticket.
- Status - The current status of your ticket, which changes as your issue is processed. The following statuses are available:
- Open - the ticket is assigned to an agent
- In Progress - an agent started working on the ticket
- On Hold - the ticket is assigned, but work is temporarily put on hold
- Blocked - the assigned agent cannot continue work on the issue
- Resolved - issue is resolved. Ticket will be closed.
- Closed - the ticket is closed
- Cancelled - the ticket is no longer relevant
- Subject - Subject of the ticket as defined during ticket creation.
- Category - The category selected for the ticket.
- Assigned To - Name of the agent who is assigned to your issue.
- Priority - Priority of the ticket.
- Due Date - Date by when your issue should be resolved.
- Helpdesk Service - Name of the helpdesk service, or channel that takes care of your ticket.
What types of files can you attach to a ticket?
The following types of files are supported:
- PNG images
- JPG images
- JPEG images
- GIF images
- MPEG audio files
- MP4 audio and video files
- Plain text files
- CSV files
- Microsoft Word documents
- Microsoft Excel documents
- Microsoft Powerpoint documents
- PDF documents
- Quicktime videos
Article last updated: 20 December, 2022