How to use and navigate the new ITRS Support Portal as well as raise tickets

The following guide will help users of the new ITRS helpdesk navigate around as you familiarise yourself with the new support centre. 

After logging in, you will be presented with the following welcoming screen: 

• Recent Activity: displays any new articles or FAQ pieces which have been published onto Zendesk
• Geneos FAQs: as the name suggests contains FAQs on a wide range of Geneos components, this can be seen below.

Clicking on the orange support button brings up a small window to allow you to search further if you can not find an article you were looking for. For example in the following screenshot, searching for "Active Console" brings up further links that can be accessed.

To raise a ticket with ITRS click on "Submit a request" at the top of the navigation bar where you will then be presented with the following sections to fill out when raising a ticket:

• Subject
• Description
• In what way is the monitoring environment compromised?
• What is the current proposed or accepted workaround?
• Describe the nature of the additional work that must be performed?
• Describe the nature of the impact?
• Why is the functionality deficient?
• Any attachments (if necessary)

The subject and description are necessary when raising a ticket. Everything else is optional. However, it would be beneficial for the support staff to get all the necessary information first hand.

To see the tickets you have raised. Head over to the dropdown alongside your profile and select "My Activities". You will also find any responses from the ITRS support team.

• My requests: tickets you have raised
• Requests I'm CC'd on: tickets that have been raised by another user whom you're cc'd in
• Organisation requests: tickets raised by your firm
• Subject: title of ticket
• ID: ticket number
• Created: when the ticket was created
• Last Activity: last update on the ticket
• Status: any, open, awaiting your reply, solved
• Contributions: comments you have made on articles and FAQs

Selecting a ticket will bring up the conversation history between the requester and the ITRS support tech.