Submitting Support Requests via Service Desk

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For faster resolution, please take advantage of our Help Center, where you can search for solutions to your technical issues while we work on resolving your request. Here, you can type in keywords and populate relevant help articles.

Open

Request Types

• Issues and Error Messages: Select this if you’re needing assistance with a system error.

• Help with Understanding a Feature or Training Inquiry: Select this if you’re needing assistance with performing a task in e-manageONE or you’d like to request additional training.

• Billing, Licensing, or Migrating to our Cloud Services: Select this if you have questions regarding licensing or billing.

• Suggestions or New Feature Requests: Select this if you have an idea for a new feature or suggestions on how to improve.

Open

Technical Support Requests:

On the request form, there’s information required to successfully submit your requests and receive prompt support. Please note the Project #, details of issue, Purchase Order #, Invoice #, Quote #, Order name, Option name, Error message, etc. Being as detailed as possible prevents troubleshooting delays.

Notifications and Responses

After submitting your requests, you will receive an e-mail notification regarding the creation of the ticket. You will receive additional e-mail notifications every time a technical support agent comments on the ticket or changes the status of the ticket. An agent might request more information about the issue you’re experiencing. Please log in to the Service Desk and access the ticket to reply. You may also respond directly to the e-mail to post a response on the ticket.

Access Your Submitted Requests

To access the requests you’ve already submitted, please log into the service desk using the following link: https://emanageone.atlassian.net/servicedesk/customer/portals and select “Requests” in the top right corner of the webpage (you may need to log in first). You may also access your submitted ticket via the link attached to the bottom of the e-mail notifications you receive.

Attaching Images/Files to Technical Support Requests:

If you’re receiving an error message, please be sure to take a screenshot and attach to the request form (as shown below).

You can also add an image or attachment in the comment section after the ticket has been opened by selecting the icon shown below within the comment box:

Share Requests with Organization

Our service desk allow you to share your support request with others in your organization. To keep private, please select “No One” from the dropdown (see first image below). If you are receiving emails regarding a support request that someone in your organization submitted, you can turn off the notification in the email (see second image).