Using the help centre as a customer

The help centre is where you ask a Help Desk for help and follow what becomes of it. Its address ends in /help. Colleagues inside the organisation reach it with Help Desk in the sidebar, shown once there is a Help Desk they may ask.

Accessing the help centre

• By invitation: open the link in the e-mail, enter your name and choose a password, then Set the password and start. The link can be used once and is valid for seven days; if it has run out, ask the desk for a new one
• Sign in: enter your e-mail and password on the sign-in page. If your organisation allows it, Continue with Google, Continue with Microsoft or your organisation's own sign-in provider work too
• Forgot password? sends you a link to set a new password
• Create an account: where a Help Desk lets customers sign up, the sign-in page offers this. Enter your e-mail; a letter brings a link where you choose your name and password
• Submit a request without an account: where a Help Desk is open to everyone, the sign-in page offers this. Pick what you need and give your e-mail; a letter confirms the request and carries a link to follow it
• Get a sign-in link by e-mail: beside those two on the sign-in page, for a customer who has no password. The link can be used once and is valid for seven days

Submit a ticket

1. On the front page, find what you need: type into the search (Describe what you need help with...) or pick a card under Quick start. Each card is a kind of request.
2. Fill in What do you need? in one line, then Tell them more: what happened and what you tried.
3. Answer any other questions the form asks. Fields marked with a star are required.
4. If the form has a file field (Attachments, unless the desk named it otherwise), add the files that help.
5. Choose Send the ticket.

You get the ticket's key, and updates here and by e-mail. If the Help Desk has a support e-mail address, writing to it creates a ticket too.

Follow your tickets

My tickets lists what you have asked. Filter All, Open or Resolved. Open a ticket to see:

• Where it stands: Created, In progress or Resolved
• The answers from the desk
• Response times, when the desk shows its promises: the time left for a first response or a resolution

To add something, write in Add something to this ticket..., attach files and choose Send.

Your organisation's tickets

If you belong to an organisation and the desk allows it, you also see tickets raised by colleagues of your organisation. Each is marked as your organisation's ticket, either read only or one you may reply to.

My account

My account holds your picture, first and last name, Language (the help centre and the desk's letters use it) and Time zone. Your e-mail address is the one you sign in with; ask the desk to change it.