Common Errors & Issue How to enter a support ticket in iGovServices

Entering a support ticket into the iGovSerivces helpdesk is a quick and easy way to contact our support team and expediate any issues that a customer might be experiencing.  Entering tickets also allows us to track our support obligations more accurately with less chance of having a slow down in the support system as well as being able to quantify our support effectiveness. 

To enter a ticket into the iGovSerivces helpdesk you must first locate and click the green help button that is located in the lower right corner of each screen in iGovSerivces as shown in the image by the red arrow. 

The ticket submission portal will appear as shown above. Before entering a ticket you should try typing in your issue in the Got Questions search box. We have a large support article library and many time there is a ticket to assist you with your issue speeding up your resolution time.  

If you do not find an article that helps with your issue, you should then click the Create a ticket button as shown above by the red arrow. 

It is important to fill in as much information as you can. Enter your name and email address as shown above. 

When selecting your product your choices are iGovServices, VLawCiti and questions about something else.  For this example, iGovSerivces has be selected. 

The next step is the select the category that you are asking about. For this example, iGov - Balancing will be selected. You will notice in the image above that there are may categories to choose from. Scroll down the list and choose the one that best describes your issue.

The next step is to choose from the dropdown for the 'I am having a question about:' field. I am choosing Web session doesn't balance for this example, but if choices listed do not cover your issue you may choose Other. 

The next step is to fill in the reason for your ticket. There are instructions above the box you will use to fill in with more detail what you issue is. 

The instructions let you know that we need as much detail as your can give us so that we can diagnose the issue you are having more easily and quickly. Enter the PIDN if you have one and any errors you any errors or alerts you may have received. 

You will also notice that below the issue description box there is a place for you to upload any images or files that might assist us in helping with your issue. You will see in the image above that you may click to add or drag and drop files into the ticket. 

The final step is here. The I'm not a robot check mark must be selected and send is then clicked. 

That is the entire process for entering a ticket into the iGovServices Helpdesk. We hope that this article has been helpful.