Log in to the Help Desk Portal

  1. Navigate to helpdesk.cuanswers.com – Select Help Desk  
  2. Enter your Email and Password.
  3. Click Submit.
  4. You are taken to the Help Desk Portal Home page:



 

Log Out

When you are finished using the Customer Portal, click the Log Out link on the top right hand portion of the screen.

 

My Account

The My Account link is located at the top right hand portion of the Customer Portal Screen. It will enable you to edit your Account Details.


 

Naviating the Help Desk Portal


The following information will assist you in successfully navigating the Help Desk portal. 
Most of the Help Desk Portal Tabs will have a Sort menu that will enable you to filter and narrow down your searches.
 


 
Most of the Customer Portal Tabs will also have a Summary View and a List View available. A Summary View will provide you with more Summary details about the item, while the List View condenses the details into one row.


 

Create Ticket Button

Use the Create Ticket button to enter a new service request. When you create a new service ticket your name, address, telephone number and email will automatically populate on the ticket.

The following is a list of field descriptions when you create a new ticket.
 
Create Ticket
Step 1

 		 Select Service Needed Use the carousel to select the type of Service Request to enter.
Step 2

 		 Title Enter a summary for the problem or issue.
Problem Description Enter a complete description of the problem or issue.
Attach Document Use the Choose File field to browse for a document to attach. In the Title field, enter a title for the attachment.
Due Date Enter the date you would like the service ticket to be completed.
Emergency Select this check box if the service request is an emergency.
PO Number If applicable enter a Purchase Order number to authorize the billing of this service ticket.
Step 3

 		 Contact Details These fields will automatically populate on the ticket.


After completing the required fields and clicking Submit, you will receive a confirmation message with your ticket number.
 

Tickets Tab

The Ticket Tab enables you to view all service tickets for your company. Certain security levels may be necessary in order to view all valid service tickets. From this screen, you can select to open a new service request by selecting the  button.
You can also use the Search by section to assist in filtering results.



Click on the Summary link to review the details or add information.

Projects Tab

The Project tab enables you to see all projects for your company. You are restricted to view only your records, however certain security levels, may be necessary to view all valid Projects for your company. To view information about a Project click on the Project Name, the Work Plan will then display on a new screen on where you can click into the Project Tickets to view or update information.
 

Knowledge Base Tab

The Knowledge Base Tab enables you to search all service entries in the system. Enter Key words and select a scope to search.
If you have Service Types that are predefined, you have the ability to answer the questions that are included in the Problem Description section. For example, if you have a new member starting in your company and you need to create credentials for the user, you would choose Service Needed in Step 1 and in Step 2 you would include all the contact’s information, such a First Name, Last Name, Username, Password, Email address etc. This is where you would include all the details for a ticket to be created.

Reports Tab

You can view reports based on your security level. Your company administrators can view all listed reports for their company.
The following are custom reports that you can create and share: Service Request Trends This Year, Service Request Trends Last Year, and Executive Management Report.

Users Screen

This view enables you to update company email addresses, phone numbers, and security levels, in addition to changing your password.
If you have the security rights, a list view of all of the Contacts for your Company will be available. You can click into any contact information to update it. In addition, you can click the Add New User button to add a new user to the portal.