Difference between revisions of "How to Submit a Support Request"

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[[File:Help-icon.jpg|left|100px]] Learn how to submit a new Help Request and manage your existing requests.
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[[File:Support-green.svg|left|100px]] Learn how to submit a new Support Request and manage your existing requests.
 
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===Submit a New Help Request===
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===Submit a New Support Request===
----
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====I am able to log in with an Evergreen account====
 
====I am able to log in with an Evergreen account====
There are two ways to submit a help request:
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Depending on the kind of support you need, you can submit a request using the links below:
  
'''1. Via Direct Link'''
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*'''[https://kace.evergreen.edu/userui/ticket.php?QUEUE_ID=38 Technology Support Request Form]'''
*[https://kace.evergreen.edu/userui/ticket.php?QUEUE_ID=38 Technology Help Request Form]
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*'''[https://kace.evergreen.edu/userui/ticket.php?QUEUE_ID=47 Student Services and Academic Support Request Form]'''
*[https://kace.evergreen.edu/userui/ticket.php?QUEUE_ID=47 Student Services and Academic Help Request Form]
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<br />
 
<br />
  
'''2. Navigating the Help Request User Portal'''<br />
 
Evergreen's Help Request User Portal provides links to common help request forms.
 
* Log in at kace.evergreen.edu
 
[[File:Help-user-portal.png|700px]]
 
 
----
 
----
 
====I can't log in or don't have an Evergreen account====
 
====I can't log in or don't have an Evergreen account====
*Use the Guest help Request form, support staff will follow-up with you shortly
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*Use the '''[https://forms.office.com/Pages/ResponsePage.aspx?id=98-tIm_ApkmPIFBxHEDdqtxumRC2JeVOl-dHQovAe7JUM0w4UU9CRzg1UEFXVjFNNVVPU0lVTzM5Ry4u Guest Support Request Form]''', support staff will follow-up with you shortly
*Make sure to include an email address and/or phone number where the staff member can reach you.
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*Make sure to include a working email address and/or phone number where the staff members can reach you.
  
====Manage/View Previous Help Requests====
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===Manage/View Previous Support Requests===
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'''Navigating the Help Request User Portal'''<br />
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Evergreen's [https://kace.evergreen.edu Support Request User Portal] provides links to common help request forms and lets you monitor activity on your existing Help Requests. To access the portal, log in with your Evergreen account at '''[https://kace.evergreen.edu kace.evergreen.edu]'''. Here you can:
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*Submit new Support Requests
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*View the status of previous or existing support requests
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*Access important system outage announcements
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*Add a comment to an Open Support Request to communicate directly about your issue with a staff member
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----
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[[File:Help-user-portal.png|700px]]
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----
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[[File:Help-add-comment.png|500px]]
  
 
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Latest revision as of 13:51, 19 August 2021

Support-green.svg
Learn how to submit a new Support Request and manage your existing requests.


Submit a New Support Request

I am able to log in with an Evergreen account

Depending on the kind of support you need, you can submit a request using the links below:



I can't log in or don't have an Evergreen account

  • Use the Guest Support Request Form, support staff will follow-up with you shortly
  • Make sure to include a working email address and/or phone number where the staff members can reach you.

Manage/View Previous Support Requests

Navigating the Help Request User Portal
Evergreen's Support Request User Portal provides links to common help request forms and lets you monitor activity on your existing Help Requests. To access the portal, log in with your Evergreen account at kace.evergreen.edu. Here you can:

  • Submit new Support Requests
  • View the status of previous or existing support requests
  • Access important system outage announcements
  • Add a comment to an Open Support Request to communicate directly about your issue with a staff member

Help-user-portal.png


Help-add-comment.png