User Portal

The User Portal in Help Desk provides end users with access to the User Dashboard, where they can submit support tickets, track ticket status, communicate with technicians, and access knowledge base articles. Available features may vary based on district configuration and permissions set by the Help Desk administrator.

Log In Using Single Sign-On (SSO)

If your district uses SSO, follow these steps to access the User Portal:

1. Navigate to the login URL provided by your district.
2. Enter your SSO credentials to log in.

Log In Without SSO

If your district does not use SSO, you will receive login credentials via email.

1. Open the login email and enter the provided URL in your browser.
2. Enter your Username and Temporary Password.
   
3. Click Log On.

Enter Employee ID (If Prompted)

Depending on district configuration, you may be prompted to enter your employee ID after logging in.

1. Enter your Employee ID (must match the ID used in Asset Management).
2. If you do not know your ID, select I do not know my ID.
3. Click Submit.

Reset Password (Non-SSO Only)

1. Select the down arrow next to your name in the top-right corner and choose Profile Settings.
   
2. Select Change Password.
   
3. Enter your Current (temporary) Password.
4. Enter and confirm a New Password (minimum 8 characters).

Create a Ticket

Use the User Portal to submit a new support ticket for an issue or request.

1. Log in to Help Desk.
2. Select a device from your dashboard or click Create Ticket to submit a general request.

3. Select a Problem Type.

4. Select a Priority level (if enabled by your district).

5. Enter a Short Description of the issue.
6. Enter a Detailed Description with as much information as possible.
7. Click Next.

8. Review or update Device Details (if applicable).

9. Verify the Site and Room.
10. Confirm or update your Phone Number.

11. Click Submit to create the ticket.

Review a Ticket

After submitting a ticket, you can view its status and details from the User Dashboard.

1. Locate your ticket under the "Your Tickets" section.
2. Select the ticket card to open and review details.

Add Comments to a Ticket

Use comments to communicate with technicians and provide additional information.

1. Select Add Comments or use the Discussion tab to enter a message.

Resolve a Ticket

If your issue is resolved or no longer needed, you can close the ticket.

1. Click Resolve to close the ticket.

Access the Knowledge Base

The Knowledge Base provides articles and resources to help resolve common issues without submitting a ticket.

1. Select Knowledge Base from the top of the User Dashboard.

2. Use filters or search under the Title column to find relevant topics.

3. Select an article name to open and read the content.