Using the portal
The portal is your window into support. No training needed — this page covers everything you will do there.
Sign in
Section titled “Sign in”Open the portal address your organization gave you, and sign in with your work account — the same Microsoft or Google account as usual if your company enabled single sign-on, or your email and password.
Find the answer first
Section titled “Find the answer first”Type your question in the knowledge base search — a good article now beats a ticket answered tomorrow. Search understands everyday words: “can’t print” finds the printer articles.
Create a request
Section titled “Create a request”- Choose New request.
- If your organization uses a service catalog, pick the closest item — it asks exactly the questions the team needs, which saves a round-trip.
- Otherwise, describe the issue: a clear title, what happened, what you expected, and when it started.
- Attach screenshots or files — a picture of the error message saves a day of back-and-forth.
- Send it.
Result: your request has a number, appears under My requests, and the team is notified. You receive a confirmation email; replying to that email adds to the same request.
Follow and reply
Section titled “Follow and reply”My requests lists everything you have opened, with live statuses:
- In progress — the team is on it.
- Waiting for you — the team needs something from you: answer from the portal or just reply to the notification email; both land in the same conversation.
- Resolved — the fix is in; say so if it is not, and the conversation continues.
Open any request to read the full history and add a reply or a file at any time.
Notifications
Section titled “Notifications”The bell shows updates on your requests; the same updates arrive by email. Tune what you receive in Settings → Notifications.
Your profile
Section titled “Your profile”Settings → Profile carries your name, avatar and language — set the language once and both the interface and support emails follow it.