New to the Central Support Ticketing Portal, or need a refresher? View our instructional video or read below to check out guidance for how to open a support request!
Instructional Video
CIS Central Support Home Page
The CIS Central Support ticketing portal is a request center that connects you to your CIS support teams. It contains forms that are specific to the type of requests or questions you need assistance with.
| These links are helpful resources for information on Customer Support and Central Support’s Knowledge Base.
The Knowledge Base (KB) is a centralized web page that holds articles, how-to guides, and additional information for insight or troubleshooting. This can be used as a self-service feature, where you can see if information pertaining to your question or support request. In some cases, you may find your answer right here, eliminating the need to open a support request. The Knowledge Base link is also available to you within each support request form. You can choose from the following Support Request forms:
Under the Support Request forms names you will find a short description of what the support options are for each form. Please make sure to read the descriptions to determine if you are selecting the best option for your request. Use the “Other” Support Request for questions that may not fit into the other categories. |
|---|
| These links are helpful resources for information on Customer Support and Central Support’s Knowledge Base.
The Knowledge Base (KB) is a centralized web page that holds articles, how-to guides, and additional information for insight or troubleshooting. This can be used as a self-service feature, where you can see if information pertaining to your question or support request. In some cases, you may find your answer right here, eliminating the need to open a support request. The Knowledge Base link is also available to you within each support request form. You can choose from the following Support Request forms:
Under the Support Request forms names you will find a short description of what the support options are for each form. Please make sure to read the descriptions to determine if you are selecting the best option for your request. Use the “Other” Support Request for questions that may not fit into the other categories. |
|---|
Support Request Form Page
The Support Request Forms pertain to a specific request type that you can submit for assistance. Each form will ask you for your email address, customer information, organization information, and specific questions regarding the nature of your request.
| Under “What can we help you with?”, you will see the name of the Support Request form that you have selected. You can click the drop down to quickly switch between available Support Request forms if you determine you need a different Support Request form. Any field with a red asterisk * is a required field. Failure to respond to any required fields will prevent you from submitting the form. Below the field names are descriptions to provide additional context. In some cases, the description may also appear below the field box. Please fill out the information required for email address (if you are logged in with your account, then this will be already filled in for you), and your Customer and Organization Information.
|
|---|
| Under “What can we help you with?”, you will see the name of the Support Request form that you have selected. You can click the drop down to quickly switch between available Support Request forms if you determine you need a different Support Request form. Any field with a red asterisk * is a required field. Failure to respond to any required fields will prevent you from submitting the form. Below the field names are descriptions to provide additional context. In some cases, the description may also appear below the field box. Please fill out the information required for email address (if you are logged in with your account, then this will be already filled in for you), and your Customer and Organization Information.
|
|---|
| The Nature of Request area on each Support Request form is slightly different for each form. Select an option from the dropdown that most closely fits your support request purpose. Some drop downs will allow you to select multiple values. Provide a brief Support Request Summary that describes our need for the “How can we support you?” field. Please be as detailed as you can when you enter your Request Description. This will assist with quicker and smoother processing of your request. Feel free to attach a file that may help us resolve your request more efficiently, in the Attachments area. When you have filled out all required fields, please click the Send button.
You will receive an automated email from us confirming your support request has been received. If you do not have an Atlassian account login with us, you can just reply to this email with additional questions or comments. For advanced functionality, and if you would like visibility to all of your support requests, historical and new, including status updates, please follow the instructions below on “How to Log into Atlassian”. Once you have established a login, you can view your request's status, and add comments to your request after it has been submitted. Comments are your way to communicate with our support staff via the support request. When a support agent adds an update comment to your request, you will also receive an email with the updated comment. |
|---|
| The Nature of Request area on each Support Request form is slightly different for each form. Select an option from the dropdown that most closely fits your support request purpose. Some drop downs will allow you to select multiple values. Provide a brief Support Request Summary that describes our need for the “How can we support you?” field. Please be as detailed as you can when you enter your Request Description. This will assist with quicker and smoother processing of your request. Feel free to attach a file that may help us resolve your request more efficiently, in the Attachments area. When you have filled out all required fields, please click the Send button.
You will receive an automated email from us confirming your support request has been received. If you do not have an Atlassian account login with us, you can just reply to this email with additional questions or comments. For advanced functionality, and if you would like visibility to all of your support requests, historical and new, including status updates, please follow the instructions below on “How to Log into Atlassian”. Once you have established a login, you can view your request's status, and add comments to your request after it has been submitted. Comments are your way to communicate with our support staff via the support request. When a support agent adds an update comment to your request, you will also receive an email with the updated comment. |
|---|
How to Log into Atlassian
We recommend creating an Atlassian account in order to view all your open requests and their current statuses.
Please Note: If you do not create an Atlassian account, you will only be able to view your requests via the email notifications you receive.
To set up your account, click the View Request button in the confirmation email you received for your request.
You will be brought to a sign up page when you will prompted to enter you email address. Click Sign up with password.
You will then receive a sign up email. Click the Sign up to continue.
You will then be prompted to enter your full name and create a password. Once complete. click Sign up.
How to View your Requests
Once you’ve successfully created your account, you can access your requests by clicking your profile icon located in the top right, then clicking Requests
You can now view all your requests. You can filter based on current status by clicking the Status drop down.
Thank you!
The Central Support Team
