How to Submit New Helpdesk Ticket

To better allow our technicians to resolve issues, the best method to alert us is through the AvailIT support portal. Alternatively, we can be reached by phone at (772) 264-4400 opt. 2 or by email at support@availit.us. To access the web portal:

1. Go to support.availit.us/organization (where "organization" is replaced with your organization's name).

2. Select the "Log in with SAML Single Sign On" button.

3. Sign in using your Microsoft username. 

Please Note: If you are already signed into Microsoft in this browser, or if you have your Microsoft login saved, it may automatically sign you in.

4. Enter password for account.

5. Once logged in, select the "Report an Issue" button.

6. Select from one of the support ticket templates to begin. If the issue you are experiencing does not match any of the existing ones, choose "Others" and "Default Request" to begin filling out a request.

7. Fill out the request ticket. The "Priority" field is used to select how urgent the ticket is, "Category" field is used to specify what category of issue, while "Subcategory" is used to be more specific. Note that not all categories have a subcategory. In the "Subject" field, write the problem being experienced. In the "Description" field, please describe the problem in as much detail as possible. Additionally, you can attach a screenshot of the issue using the "Browse Files" button (highlighted in blue). Below is an example ticket:

8. Once finished filling out the ticket, select "Submit Request" to submit the support request.

9. For updates on ticket progress, select the "View Open Tickets" button located on the "Home" screen.

For additional assistance, please refer to the ManageEngine ServiceDesk User Guide, at https://userguide.servicedeskplus.com/home.

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