When something breaks, or when you need a change made, getting support shouldn’t feel like a guessing game. The Guided Ticket Submission experience in the CDS Client IT Support Portal is designed to make it easy to ask for help while still capturing the details our Enterprise Remote Support Team needs to respond efficiently.
Instead of a blank form and a hope that you included the “right” information, the portal walks you through a guided set of questions based on the type of request you choose. The result: clearer tickets, fewer follow‑up emails, and faster triage from the moment you click Submit.
Most importantly, guided submission is designed to accept a wide range of issues from everyday needs like password resets and access questions, to complex administrative tasks such as new user onboarding, offboarding, and phone extension creation. Whether it’s a simple fix or a multi‑step change, the portal helps you get it into the right hands with the right context. And that range isn’t theoretical—just in the last week, the portal has captured submissions for password resets, new user hiring, user off boardings, 3CX extension creation, shared mailbox permissions, and other common requests, showing how teams are already using guided submission for both quick fixes and higher‑impact administrative changes.
Everyday support requests
· Password resets, account unlocks, and multi-factor authentication assistance
· Email and Microsoft 365 support, including mailbox access and shared resources
· Application access and login issues
· Device and workstation support, such as setup, remote assistance, printing, and connectivity
Administrative and workflow requests
· New user onboarding, including accounts, licensing, permissions, and equipment coordination
· User offboarding, including access removal, mailbox handling, and device return steps
· Access and permission changes for security groups, file shares, and applications
· Phone system administration, such as extension creation and call routing updates
· Standardized changes that require consistent steps and approvals
Administrative options within the portal are protected by permission roles. Only approved individuals can submit or manage higher-impact requests like onboarding, offboarding, permission changes, and phone system updates. This keeps changes controlled and auditable while still allowing everyone to submit everyday support requests quickly and easily.
As you move through the guided steps, the portal asks targeted questions based on your selections. These may include who is impacted, what you are trying to accomplish, and whether approvals are required. When helpful, you can attach screenshots or error messages. This approach ensures tickets are complete and consistent, allowing the support team to begin work right away instead of needing to track down missing information.
After you submit a ticket, it is immediately visible to you and, where appropriate, your organization’s administrators. Status updates, notes, and next steps are all kept in one place, regardless of whether the request started in the portal, by email, or by phone. This provides a single, reliable view of what is in progress and what has been resolved.
If you’re not sure where your request fits, start with the closest category—the guided prompts will help narrow it down, and if you are not sure, there is always the ‘Unlisted Issue’ section. If you have multiple needs, you can submit each independently so nothing gets missed and each task can be tracked to completion.
