Choose a request manually when needed
If you prefer a form, open Tickets > New Ticket. When shown, use Select Template Manually, then search Search services or problems… or browse categories in Request Service. Select the request that matches your situation. Some portal configurations use a template selector instead of cards. Check the selected company if you can work with more than one. Read the request’s description before entering details. If no suitable request is available, explain the issue to the Home assistant or ask the MSP which request to use. See How to open a ticket for submission and confirmation steps.Answer the questions you see
Templates can ask for text, choices, dates, affected users, devices, locations, or other information configured by your MSP. Complete required questions and use the help text to understand what is needed. Example text inside an empty field is not an answer. Some questions appear or become required only after an earlier answer. Check the form again when changing a choice. Your MSP can also lock a subject or keep internal fields out of the Company form. Ask for a correction if a required question is inappropriate or a locked value is wrong. A company-specific version can have different questions or routing from another company’s version of the same request. Different forms do not necessarily mean the portal is broken.If a template is missing
First check the selected company, category, and search text. Then ask the MSP to verify:- The template is saved, active, and has not been removed.
- It is enabled for your company, including any applicable company-specific version.
- Your role can use it and you have the required ticket access.
- Any company-type or industry restrictions match your company.
Confirm the request was submitted
Choosing a template, entering answers, or seeing an AI draft does not create a ticket by itself. Review the submission details and use the presented submission control. Wait for the result and keep the ticket number or link if provided. If the outcome is unclear, check Tickets before sending the request again. Use Find and follow up on a ticket to read replies or add information after submission.Frequently asked questions
Do I need to choose a template before using the Home assistant?
Do I need to choose a template before using the Home assistant?
No. Start on Home and describe what you need. The assistant can use an available template to gather the required details.
Can I choose the request form myself?
Can I choose the request form myself?
Yes. Open Tickets > New Ticket and use Select Template Manually when shown, then browse or search the available requests. Some portal configurations show a template selector instead of cards.
Why do I see fewer templates than my MSP?
Why do I see fewer templates than my MSP?
The Company list reflects active templates, company access, role access and company-type or industry restrictions. An MSP global list or editor preview can show more.
Can a Company administrator enable a missing template?
Can a Company administrator enable a missing template?
Ask the MSP to change template access or user permissions. Company administrators do not manage those settings.
Why did another question appear after I changed an answer?
Why did another question appear after I changed an answer?
The MSP can configure conditional questions or requirements. Review the form again after changing answers and complete the questions that apply.
Does example text in an empty field count as my answer?
Does example text in an empty field count as my answer?
No. Placeholder text is guidance, not an entered answer. Supply the required information yourself.
Why is the subject locked?
Why is the subject locked?
The MSP can lock the subject through the template. Ask the MSP to correct it if the fixed subject is unsuitable.
Why does another company have different questions for the same request?
Why does another company have different questions for the same request?
The MSP can maintain a company-specific version with different questions or routing. Check your selected company and ask the MSP if the form seems incorrect.
Does a direct template link bypass restrictions?
Does a direct template link bypass restrictions?
No. A direct link does not grant additional template or ticket access. Ask the MSP to review your permissions if it is unavailable.
Does choosing a template create the ticket?
Does choosing a template create the ticket?
No. Review and submit the request, then wait for confirmation. Choosing a template or preparing an AI draft is not a submission result.
What should I send the MSP about a missing request?
What should I send the MSP about a missing request?
Provide the request name, your company, selected category or search, and the visible error or missing control. Do not send passwords or integration credentials.
What should I do if submission gave no clear result?
What should I do if submission gave no clear result?
Check Tickets before submitting again. Keep any ticket number or link and ask the MSP to confirm whether the original request arrived.