vCloud Support Australia | Help Desk

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• Logging in to your Support Portal Account

  To log in to your Support portal account, open a browser and go to : http://ticketing.vcausupport.com/portal/ which will then take you to this page : support portal webpage Log in with your username and password - please see image for username format. If uncertain about your credentials, please contact HelpdeskVery popular

• Viewing Open tickets

  Open tickets are issues that are still ongoing and the support team is still working on the resolution. This page is to view the open tickets for your reference. To view open tickets : Log on to your Support portal account - please see this article : https://helpdesk.vcausupport.com/en-au/article/logging-in-to-your-support-portal-account-1txqhby/?1562032471541 Click the View Open Tickets tab (see image below) ![view tickets tab](https://storage.crisp.chat/users/helpdesk/website/fa76d8Some readers

• Creating a User Account - Administrator / Office Manager / Practice Manager Privilege

  Administrators, Office Managers and Practice Managers will have different account settings. They have the option to Create a user account. To create a user: Log in to your account, See link for more info - https://helpdesk.vcausupport.com/en-au/article/logging-in-to-your-support-portal-account-1txqhby/?1562285241953 After logging in, click on VIEW ALL TICKETS tab as shown in the image below : ![view all tickets tab](https://storage.crisp.chat/users/helpdesk/website/fa76d81e7c836800/imSome readers

• How to Create a Support Ticket

  Create a ticket in the support portal in these steps : Open a browser and Go to this link : http://ticketing.vcausupport.com/portal/ , log in using your credentials - see article for more info Logging in to your Support portal account After logging in you will be taken to the default page which is the CREATE NEW TICKET page ![create ticket page](https://storage.crisp.chSome readers

• Viewing Closed Tickets

  There is an option for users to view closed tickets and to see the tickets that have been opened in the past for reference purposes only. IMPORTANT NOTE : Tickets can ONLY be closed by Help Desk Support and the IT administrator. Tickets are closed once resolved. To view the tickets : Log in to your Support portal account. Check this article for more info on logging in : https://helpdesk.vcausupport.com/en-au/article/logging-in-to-your-support-portal-account-1txqhby/ ClickSome readers

• Ticket Severity Guide - Support Portal Ticket Entry

  The ticket severity indicator displays the severity of the issues and helps us organize and gauge the urgency of the matter, please use this as a guide for choosing which ticket severity is appropriate for your issue when creating a ticket. Please see this link on creating a ticket for more info : https://helpdesk.vcausupport.com/en-au/article/how-to-create-a-support-ticket-n8rqrh/ Shown in the table below, Ticket severity and examples (but not limited to) : ![Severity Guide](https://Some readers

• Viewing Ticket Status and Info - Administrator / Office Manager / Practice Manager Privilege

  Viewing the ticket status and information when using an Administrator account lets you view the number of tickets raised per user, status of the tickets and ticket details. To view the tickets: Log in to your account, see article for more info - https://helpdesk.vcausupport.com/en-au/article/logging-in-to-your-support-portal-account-1txqhby/ After logging in, Click VIEW ALL TICKETS as shown in the image below ![view](https://storage.crisp.chat/users/helpdesk/website/fa76d81e7c836800/imSome readers

• Changing your Support portal Account password

  You may be able to change your account password by yourself if you are able to login to your account. In the event that you are not able to log in to your account, you may need to contact Helpdesk To change the account password : Log in to your support portal account, check this article for more info https://helpdesk.vcausupport.com/en-au/article/logging-in-to-your-support-portal-account-1txqhby/ Click the CHANGE PASSWORD tab ![change password tab](https://storage.crisp.chat/users/helSome readers