How to use the Service Desk portal

This guide is for clients who contact ConnectiveOne technical support through the Jira Service Management portal. Direct link: ConnectiveOne support portal.

The portal interface is mostly self-explanatory: you pick a request type, describe your request, and wait for the team to respond according to your service terms. The sections below go into more detail so you can get the right outcome faster and reduce back-and-forth by email.

Request types

Request types are usually defined in your contract. Typical categories:

  • Consultation — questions about how the product works (how to configure something, why behavior looks a certain way, how to organize a process).
  • Incident — a sudden, unexpected event that makes the platform partially or fully unavailable or critically disrupts user work.
  • Problem — when the same kind of incident keeps repeating; this type helps address root causes, not only the latest symptom.
  • Change — you want to change functionality or configuration (new integration, scenario change, expanded capabilities, and so on).

Billing. Which requests are included in your package and which are billed separately is defined by your contract and technical support terms. If applicable, charges for paid requests may be added to your monthly invoice — check your agreement or ask your account manager for details.

How to submit a request

  1. On the portal home page, select one of the request types (consultation, incident, and so on).
  2. On the next step, pick a subtype if needed — you can often still change the request type at this stage if you picked the wrong one at first.
  3. A form opens. Fill in the required fields, review the text, and press submit (usually Submit or the localized equivalent).

Form fields: what to enter and why

  • Summary (short title) — one line that captures the essence. Keep it short and clear, for example: “Help setting up driver’s license recognition.”
  • Description — explain in detail what happens, what you already tried, and what outcome you need. Add context if it matters: device, browser, environment (for example production vs staging), and the channel where it occurred.
  • Attachments — usually optional but very helpful: screenshots or a short video showing the issue or desired result reduce the number of “please clarify” rounds.
  • Urgency / priority (if the form includes it) — base this on real business impact: how many end users are affected, whether a workaround exists, and how much the issue blocks your services or teams.
  • Steps to reproduce — for bugs and outages, when possible describe step by step what you did before the behavior appeared.
  • Impact of change — for Change requests, forms often provide a scale or options (from very large, organization-wide impact down to small, limited impact). Pick the option that best matches your assessment.

After you click Submit, the request enters the workflow; you then work with it through the portal and email — see below.

Email notifications

For each request, you may receive emails when something changes: status updates, assignee changes, or new comments from the team or from you.

Important: if you do not want these emails or want to limit them, you can:

  • ask your project manager to adjust notification settings;
  • create a Consultation request in the same portal and describe the notification preferences you need;
  • for a single request, turn off notifications yourself (see How to turn off notifications for one request below).

How to find your requests

  1. In the portal, open the request list (often a Requests page or panel). It usually shows requests in different states: new, in progress, closed.
  2. Use a filter such as Created by me to see only requests you created.
  3. Sort the list or filter by status and request type to find a specific ticket when you have many.

Working with an open request

When you open a request, you typically see everything submitted at creation plus the ongoing history. Common actions:

  • view activity (timeline of changes and comments);
  • turn off notifications for that request only;
  • add comments for clarifications and replies to the team.

How to view activity history

Open the request from the list (click it). On the request page, find Activity: there you see status changes and comments from support and your replies.

How to turn off notifications for one request

If you do not need an email for every status or comment on a specific ticket, open that request and find a control such as Notifications on. After you disable it, email updates for that request stop; other requests are unaffected.

How to add comments

Use Add comment (or the equivalent). If you are answering a specialist’s question, you can @mention them and pick the right person from the list.

If the request is no longer relevant (the issue went away or was solved another way), leave a comment and ask the team to close the request (status update). After closure, you may be asked to rate the resolution; the invitation sometimes arrives in a separate email when the work on the ticket is finished.

Summary

In short: choose the right request type, write a clear summary and detailed description, add attachments and urgency context when it helps — that lets the team act faster with fewer clarification loops. For how to use the product in the UI, start with the ConnectiveOne documentation. If you cannot find an answer there, open a request in the support portal or contact your organization’s administrator.