Submit a request in the Help Center
Who this is for: anyone who asks for help with the request form of an organization's Help Center. Employees use it to report an IT problem or ask for something. Customers use it to contact the company they buy from. Your organization designs the form, so the fields that you see can differ from this article.
Prerequisites
- The address of your organization's Help Center.
- If your organization requires it, a support account to sign in. Read Sign in to the Help Center.
- The files that you want to add, such as screenshots, if your organization accepts files.
Open the request form
Open the form in one of these ways:
- Select Submit a Request at the top of any Help Center page.
- On the home page, select Contact Support.
- When you are signed in, select the button with your initials at the top right, then select New Request. On the My Tickets page, you can also select New Request.
Your organization can turn these buttons off. If the Help Center shows none of them, it does not take requests. Use another way to get help. Read Ways to get help.
If the form shows Sign in to submit a request, your organization accepts requests only from signed-in people. Select Sign in. If you sign in with your password or with single sign-on, the Help Center brings you back to the form. If you sign in with an email link, it opens My Tickets: open the form again from there.
Fill in and send the form
- If you are not signed in, the form is titled Contact Us. Type your name and your email address first. When you are signed in, the Help Center already knows them.
- Type a short subject that names the problem, for example "Printer on floor 2 does not print".
- Describe the problem: what you wanted to do, what happened, and any error message. You can format the text, and often paste or add images in the description.
- Fill in the other fields that your organization added, such as a priority or a category. Fields marked "required" must be filled in.
- To add files, select the area under Attach files, or drag files onto it. You can add up to 5 files. Your organization sets the largest file size and the file types that it accepts. Wait until each file shows a check mark. To remove a file, select the cross next to it. This part of the form appears only if your organization accepts files.
- Select Submit Request.
Your organization can have each file checked for security threats before your request is sent.
Result
The Help Center shows Request received and a reference. Keep the reference: support uses the same number when they talk about your request. The form sends your request to your organization's support team through AurionAI, and they answer you by email. If your organization sends confirmation emails, you also get one with the same reference.
When your organization connects an IT tool or ticketing tool, the request does not appear under My Tickets, and it does not become a ticket in that tool. To follow up, answer the support team's email; otherwise quote the reference when you use another way that your organization offers. Read Ways to get help.
If something goes wrong
- A field shows that it is required. Fill in that field, then select Submit Request again.
- A file shows Upload failed. The file may be too large or of a type that your organization does not accept. Remove it, then add a smaller file or another file type.
- The form says that a file may contain a security threat, or that it could not be security-scanned. Your request was not sent. If the message says that the files were removed, add them again. Replace the file that the message names with a different or smaller file, then send the request again. If the scanner was not available, wait a few minutes before you try again.
- The form says that there were too many requests. Wait a moment, then send again.
- The form says that requests cannot be submitted here right now. Your organization's Help Center does not accept requests at the moment. Use another way to get help. Read Ways to get help.
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