Submitting and tracking requests on the intelliHR Knowledge Base

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The intelliHR knowledge base, by default, offers the option for you as an end-user to submit requests. End-users who submit requests can also manage their support requests in the customer portal.  This article describes the default options for submitting requests and tracking requests in the customer portal on the knowledge base.

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This article covers:

• Submitting a support request
• Updating a support request in My Activities with a comment, CC or organization
• Tracking your support requests
• Tracking your organization's support requests
• Marking a request as solved
• Creating a follow-up to a solved request

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Submitting a support request

You can submit requests using the Submit Request button on our knowledge base. Currently, you are not required to sign in to submit support requests; however, there are benefits to signing in such as visibility of all your logged tickets and for system administrators the ability to see all requests submitted by your organization.

To submit a support request in the knowledge base

1. In the Knowledge Base, click Submit a request at the top of the page.
2. You can add an email address to copy a user on the ticket.

   To copy multiple users, use a comma to separate each email address.

3. Enter a subject and description of the problem.

   As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request if these articles resolve your issue. 

4. If you belong to multiple organizations, select the organization for this support request.
5. Add any attachments.

   The file size limit is 20 MB.

6. Click Submit.

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Updating a support request in My Activities with a comment, CC, or organization

You can update any existing support request that is not closed with a comment.

You can also add CCs to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the help center.

To update and existing support request

1. Click your profile icon on the upper-right side of any knowledge base page, and then click My activities.

   

   By default, the My Activities page displays all requests that you have submitted.
2. Click the link for the request you want to update.
3. Add a comment to update the request.
4. (Optional) You can add an email address to copy a user on the ticket

   When you add a CC to an existing ticket, you must also add a comment.

5. (Optional) If you belong to multiple organizations, you can change the organization for the support request.
6. Click Submit.

 

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Tracking your support requests

You can use the knowledge base to track your support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in the help center.

To track your support requests

1. Click your profile icon on the upper-right side of any help center page, and then click My activities.

   

   By default, the page displays all requests that you have submitted.

   

2. To filter your requests by status, select a request status from the Status menu.
   • Open is a ticket that's been assigned to an agent who is working to resolve it.
   • Awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
   • Solved is displayed when work on the ticket is complete.
3. To search your requests, enter a search term in the Search Requests box.
4. To see details about a request, click the request title.

   If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

   

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Tracking your organization's support requests

As an end-user you can be a member of one organization or multiple organizations. If you're a member of a shared organization, you can see tickets for all members of that organization. 

Note: A shared organization must be set up by an administrator. For more information, contact the support team at [e-mail].

To track your organization's support requests

1. Click your profile icon on the upper-right side of any page, and then click My activities.

   

2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

   

   The link appears only if you're a member of a shared organization.

3. To see details about a request, click the request title.

   You can add comments to a request if an administrator has set this up.

To subscribe to requests for a shared organization

1. Click your profile icon on the upper-right side of any page, and then click My activities.
2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

   The link appears only if you're a member of a shared organization in Zendesk.

3. Click Follow.

   

   You will now receive notifications for new and updated request in your shared organization.

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Marking a request as solved

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to mark it as solved.
   

   The request must be assigned to an agent. Otherwise, you do not have the option to mark it as solved.

4. Enter any comment you want in the reply and click Add Reply.

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Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click All my requests in the sidebar.
3. Click the title of a solved request to open it.
   Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
4. Click the link on the lower side of the request to create a follow-up request.
5. Complete the follow-up request and click Submit.