GovOS Help Center Guide – GovOS

Ticket Submission & Viewing

- To register for a log into the Help Center, go to Sign In on the top right of the page
- If you have emailed us to submit a ticket before, use Get a Password
- If you have not reached out to support previously to have your email on file as a contact, use 'New to GovOS? Sign Up"

To submit a ticket, you can use the 'Submit a request' option. You can submit a ticket regardless of if you are logged into the Help Center or not.
This will bring you to the form to submit your request.
- If you are not logged in, your email address where we can contact you will be requested. If you are logged in, the system will take your email you are logged in with automatically.
- Please select the product you need assistance with, use a descriptive and identifying subject, and include the description of the item you need assistance with. You can include links, attachments, screenshots, etc for support to effectively triage your ticket.

Your Organization's requests will be displayed with different view options in the Requests area.

My Requests:
- Tickets you have directly submitted tied to your user email/profile
Requests I am CC'd on:
- Tickets sent via email that you have been cc'ed on the submission of the ticket
- (this will apply to tickets generated via email, currently tickets generated in the portal cannot have cc's included)
Organizational Requests:
- All requests/tickets submitted by jurisdiction staff associated with your jurisdiction/GovOS Account

In Progress: support is working to address your request
Awaiting your Reply: information has been sent to requestor waiting for confirmation and/or additional information
Development: your request has been escalated internally to engineering for additional assistance/actions
Pending Customer Validation: solution has been provided and is pending your confirmation of resolution
Solved: matter has been resolved and tickets has been closed.

Pending Customer Validation/Solved:
- The ticket is soft closed for 28 days, after this, it is locked and hard closed
  - If the ticket is soft closed, you will have the ability to respond to the ticket in the ticket thread at the bottom of the page, if you respond, it will set the ticket back to In Progress for our team to review
  - If you need to follow up on a hard closed ticket if the matter has not resolved, you can use the 'Create Follow Up" at the bottom of the ticket, this will generate a new ticket, but tie the information to the original ticket for the support team to review for historical context
Ticket Submission:
- Although you can submit tickets via this new portal, you can still submit tickets via email as well.
- If you submit a ticket via email, this will still generate a ticket that can be viewed in the Requests area.
Ticket Export:
- There is currently not an available function to export the tickets from your portal. Support is investigating this option for a future state of the portal.