To set up an account, see: Help Center: Set Up Your Account

View Tickets

1. Navigate to: https://help.csiu.org/portal/en/myarea
   

Or select Tickets from the Help Center main page.

2. To see a list of your tickets based on status, click a status across the top of the ticket viewing area.
   

There are three main statuses that group tickets: Open, Closed, On Hold.

To learn more about ticket statuses, see the Understand Ticket Statuses section in this article.

3. To see tickets that you have been copied on, click My CC’ed tickets in the top right and select a status.
   

4. To see the details of a ticket, click the bold subject of the ticket.
   

Respond to Tickets

When viewing your open tickets, pay close attention to the status Waiting for Client Response. This means that the CSIU agent has responded and needs your input. You can reply to the ticket or add a comment.

Reply vs. Comment

Both replies and comments are included in the thread of your ticket and the CSIU agent sees both. The difference is that comments can be edited or removed by you or the agent, while replies add permanent information to the ticket that cannot be changed or removed.

Reply to a Ticket

Respond to an agent or send an update about your question or issue.

1. Open a ticket by selecting the subject in bold.
   

2. Click on Reply near the top.
   

3. Enter the information at the top of the text editor. The previous message is also included, but you can remove this if you wish.
   

1. Optionally, add other email addresses in the CCs field above the text editor.
   
2. Optionally, Attach a file at the bottom.
   

4. Click Send when complete.
   

You can also reply by selecting the three dots to the right of the ticket thread as shown in the image below. 

            

Chat functionality is not live at this time, and CSIU Computer Services has no future date in place to roll out this service. Clicking on Chat about this ticket does not produce any results nor does an agent get a notification.

Comment on a Ticket

You can add notes or temporary information to your ticket by adding a comment. The CSIU agent sees this information but it can be edited or deleted. You can also edit or delete your comments, unlike Replies.

1. Open a ticket by selecting the subject in bold.
   

2. Click on Comment near the top.
   

3. Enter the information in the text box.
   

1. Optionally, Attach a file at the bottom.
   

4. Click Add Comment when complete.
   

Edit or Delete a Comment

On the comment, click the three dots and select either Edit or Delete.

Comments are designated with a yellow icon beside your name.

Understand Ticket Statuses

There are three broad categories for statuses and then more detailed statuses under those.

Open Status

These open statuses indicate that your ticket is being worked on actively or has been resolved:

1. New: Tickets show as new until a CSIU agent accepts the ticket.
   
2. Waiting for Client Response: A CSIU agent is waiting for your response.
   
3. Waiting for Agent Response: You are waiting for a response from a CSIU agent.
   
4. In Progress: A CSIU agent is actively working on the ticket but no response is needed from you. You expect a reply but not immediately. 
   
5. Resolved: A solution has been offered. Tickets will automatically move to the Closed status after two days.
   

To see your tickets in the Open status, click Open at the top of your list. This is the default view. The Status shows as red when selected.

To see tickets that you have been copied on, click My CC’ed tickets in the top right.

Closed Status

Only closed tickets display in this status. This is where your Resolved tickets display after two days. You can still reply to closed tickets if you discover another issue or question, but an agent will need to change your status or open a new ticket.

To see your tickets in the Closed status, click Closed at the top of your list. The Status shows as red when selected.

To see tickets that you have been copied on, click My CC’ed tickets in the top right.

Close a Ticket You No Longer Need

If you discover the answer to your question or resolve the issue before we can contact you, you can close your own ticket. These tickets move to the Closed status.

1. Open the ticket by selecting the subject in bold.
   

2. Scroll to the bottom.
   

3. Click Close ticket. Verify that you want to close the ticket by clicking Yes.
   

The status changes to Closed and this ticket moves to the Closed Status grouping.

On Hold Status

This status is used to indicate that a ticket is pending further research, development, or changes to the software.

1. Pending: A training is scheduled or another action needs to happen before the ticket work can resume, like an outstanding approval on a work request.
   
2. Pending Development: The ticket is being worked on by a developer because the action needed is outside of the responsibility of an agent. This includes enhancement requests that require research to update or change the software.
   
3. Pending Release: The enhancement or fix is ready and waiting to be released.
   

To see your tickets in the On Hold status, click On Hold at the top of your list. The Status shows as red when selected.

To see tickets that you have been copied on, click My CC’ed tickets in the top right.

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