How to Submit a Ticket to the E7 Solutions Help Center

Owned by Taniya Choudhury (Deactivated)
Last updated: Nov 18, 2021 by Misty Ontiveros
3 min read

For New Users Who Do Not Have an E7 Account

Directions

Step

Screenshot

1

Navigate to https://e7solutions.atlassian.net/servicedesk/customer/portal/2

Fill out the form. All required fields are indicated with a red asterisk. Use your company email address for the Email Address and Email confirmation to fields. Click Send.

 

2

You will receive an email confirming we received your request. You can select the View Request link to see the status of your ticket.

You will see a new “tile” in your portal. https://e7solutions.atlassian.net/servicedesk/customer/portals

 

3

Within 1 business day, we will add you to your company’s service desk, if applicable. You will then receive an email inviting you to your company’s service desk.

Welcome!

You've been invited to <Company Name> Support portal. You can use this to raise requests and get help.
To finish setting up your account, simply click on your sign-up link.

4

Enter your full name and password. Tap the eye icon to view your password and to make sure you entered it in correctly. Select Save and continue.

 

5

You will be redirected to your company’s service desk. Go to step 2 in the table below.

For Existing Users

Step

Screenshot

1

Log in with your email and password. You can select the Forgot your password? link if you need a password reset.

Select your company’s service desk project (not pictured).

If you do not see your company’s service desk card, you can select Add-on Support/Other and submit a General Help request. Skip step 3.

 

2

In your company’s service desk, select the request type that best fits your needs.

  • Access Issues

    • password reset, inactive account needs to be reactivated

  • New Account Request

    • for creating an account to your company's sites

  • Permission Change

    • access a new project or space

    • for gaining additional permissions, including but not limited to: being able to edit, delete, assign issues or delete pages

  • Disable an Account

    • remove access from a user who has left the company

  • Application Change

    • install an app/add-on/plugin, server configuration changes, upgrades, data migration

  • System Incident

    • an issue that impacts the application for many or all users

  • Atlassian Help

    • all other requests

 

3

Fill out the form. All required fields are marked with a red asterisk. These fields will vary depending on your request type.

 

4

Track the status of all your tickets by clicking in the top right corner. Select Created by me or All. You will see tickets created by other users if you were added as a request participant.

 

5
Timing

  • Tickets will typically receive a first response within 1 business day

  • Tickets are resolved as quickly as possible

  • Unless priority is specified, tickets will be completed as first in, first out

Viewing Tickets