Tickets

Submitting Tickets

To create a new ticket:

  1. Log in to the JoinedUP Users Portal

  2. Select the relevant option from the drop-down options list. (Read The Service Desk Portal & Requests for more information on queries)

  3. Some options will request additional data. These details are required for your query to be accepted.

  4. Complete all required fields. Complete the additional fields as needed.

  5. Click Send. You will then see your completed ticket.

The more thorough and detailed responses you provide, the more efficient the ticket resolution will be.

Searching Tickets

  1. Click Requests in the top right-hand corner. Note: The preceding number indicates the total number of open tickets.

    • tickets 1

  2. You will see a drop-down list with the following options: Created by me – provides a search screen for all open tickets you have submitted. All – provides a search option for all open and closed tickets you or your company have submitted.

  3. Each option provides you with flexible filters to complete your search including status, created by user, participation users, and request types. In addition, you can use the simple search option to search any keyword across all tickets.

    • tickets 2

Reviewing Tickets

To update or comment on an existing ticket:

  1. Log in to the self-service ticket portal and go to “Requests” in the top right-hand corner.

  2. Find and select the ticket you would like to update.

  3. From this screen, you can:

    • Review all original ticket details.

    • Review ticket status and activity.

    • Add new ticket comments for JoinedUp’s review.

    • Turn off email notifications for this specific ticket.

    • Mark the ticket as resolved, canceled, or escalate it.

Prioritizing Tickets

General inquiries and Admin tasks

We’re trying our best to pick these queries on a priority basis.

Every attempt is made to address ticket issues in a timely manner, however it can be difficult to predict ticket volumes and complexity.

If your query becomes more urgent, please send us a message in the Comments to let us know, and will do what we can to help you out quickly.

Bug tickets

Please make sure to fill in the Impact and Number of affected users fields correctly.

The bug tickets are resolved in order of priority based on our company SLAs.