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===
 
====I am able to log in with an Evergreen account====
 
====I am able to log in with an Evergreen account====
Depending on the kind of support you need, you can submit a help request using the links below:
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Depending on the kind of support you need, you can submit a request using the links below:
  
*[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=38 Technology Support Request Form]'''
*[https://kace.evergreen.edu/userui/ticket.php?QUEUE_ID=47 Student Services and Academic Help Request Form]
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*'''[https://kace.evergreen.edu/userui/ticket.php?QUEUE_ID=47 Student Services and Academic Support Request Form]'''
 
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<br />
  
 
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====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 '''[https://forms.office.com/Pages/ResponsePage.aspx?id=98-tIm_ApkmPIFBxHEDdqtxumRC2JeVOl-dHQovAe7JUM0w4UU9CRzg1UEFXVjFNNVVPU0lVTzM5Ry4u 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 a working email address and/or phone number where the staff members can reach you.
 
*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===
 
'''Navigating the Help Request User Portal'''<br />
 
'''Navigating the Help Request User Portal'''<br />
Evergreen's [https://kace.evergreen.edu Help 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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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:
*Submit new Help Requests
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*Submit new Support Requests
*View the status of previous or existing help requests
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*View the status of previous or existing support requests
 
*Access important system outage announcements
 
*Access important system outage announcements
 
*Add a comment to an Open Support Request to communicate directly about your issue with a staff member
 
*Add a comment to an Open Support Request to communicate directly about your issue with a staff member

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