When submitting support requests via the Service Desk, it is imperative to provide as much detail as possible. You will receive a response from one of our technical support agents within 24 hours. Please refrain from submitting duplicate tickets and/or calling the support line after submitting a ticket, as tickets are resolved in the order in which they’re received.
Help Center
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.
Request Types
Technical Support: Select this if you’re needing assistance with a system error
Licensing and Billing Questions: Select this if you have questions regarding licensing or billing
Suggest a New Feature: Let us know your idea for a new feature
Suggest Improvement: See a place where we can do better? We’re all ears
Other Questions: Don’t see what you’re looking for? Select this option and we’ll assist
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.
If the issue is unrelated to a Project #, we would suggest using one of the other submission options such as “Other Questions” however, you can also put “N/A” in any of the # fields if it is not related to one of those items.
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).
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).
You may also submit a support request directly in e-manage|ONE by selecting Help → Send a Help Request, as shown in the image below.
