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This guide is for company users. A request template is the form behind a support request. Your IT provider builds the templates. You choose one, answer its questions, and submit it.

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Before you start

  • Your role needs permission to create tickets. See How to open a ticket.
  • Your IT provider must have made at least one active template available to your company.
  • You do not need to design or configure a template to ask for help.

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Choose a request

The easiest way is the AI Assistant on Home. Describe what you need and the assistant picks a template for you. To choose one yourself, use the steps below.
1

Open New Ticket

Click Tickets in the sidebar, then New Ticket. If the AI Assistant panel opens, click Edit form or close the panel.
2

Find the request

Under Request Service, type in Search services or problems… or click a category. Requests are sorted by how often they are used. Each card shows the request name, its category, and a short description. If your portal uses the list view, open Choose a template… under Select Template and search instead.Generic Issue request card in the request catalog
3

Read the description

Read the card’s description to be sure the request fits. Click the card to open its form.
4

Answer the questions

Fill in the form and click Create Ticket. See How to open a ticket for the full steps and for what the result messages mean.
If no request fits, describe the issue to the Home AI Assistant, or ask your IT provider which request to use.

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What the questions mean

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If a request is missing

First check the company you are working in, the category, and the search text. If it is still missing, ask your IT provider to check that:
  • The template is active.
  • It is turned on for your company.
  • Your role is allowed to use it.
  • Any company type or industry limits match your company.
A direct link to a template does not give you access to it. Company administrators cannot create templates or change who can use them. Your IT provider does that. When you contact your IT provider, send the request name, your company, the category or search you used, and what you see on screen. Do not send passwords or integration credentials.

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Troubleshooting

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Frequently asked questions

No. Describe what you need on Home. The assistant picks an available template and gathers the details.
Your list only shows active templates that are turned on for your company and role. Staff can see more in the template editor.
No. Ask your IT provider.
No. The ticket is created when you click Create Ticket and see the success message.