How to Submit and Manage Support Requests

Welcome to Convey Desk! If you're experiencing an issue or need assistance, you can easily submit a support request using our Help Center. Below is a step-by-step guide to help you submit and manage your tickets efficiently.

🔹 Submitting a new Support Request

1. Navigate to Convey Desk Portal

2. Click on Sign In 

3. Log in with Email and Password

4. Go to Submit a Request
You will be taken to a form that looks like this:

5. Fill in the required fields:

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  • CC (Optional): Add email addresses to keep others in the loop about this request.
  • Business Unit*: Select your business unit from the dropdown. This helps us route your ticket to the right team.
  • Case Type*: Choose the type of request: Refer to Case Type Definitions.
    • Submit a Support Request
    • (Other case types if applicable)
  • Priority*: Select the level of urgency:
    • P4 - Low: Minor issues or general questions.
    • P3 - Normal: Moderate impact.
    • P2 - Medium: Major issue with a workaround.
    • P1 - High: High issue requiring immediate attention.
    • P0 - Critical: System Outage
  • System Environment*: Indicate where the issue is happening (e.g., Production, UAT, Staging).
  • Subject*: Provide a clear, concise summary of the issue.
  • Description*: Enter detailed information about your issue. Include steps to reproduce, expected behavior, actual behavior, and any relevant screenshots or logs.
  • Attachments: Add any attachments (Screenshots, log files etc.,) that will help the team to resolve the issue.

6. Submit the form

Once all fields are complete, click Submit at the bottom. You will receive a confirmation email with your ticket number.

 Managing Your Requests

To view and manage your submitted requests:

1. Log in to the Convey Desk Portal
2. Click on your profile icon in the top-right corner.
3. Select "Requests" from the dropdown menu.

4. Here, you can:

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  • Track ticket status (Open, In Progress, Solved)
  • View all your requests or requests you’re CC’d on
  • Add comments or attachments to existing tickets

Tips for a Faster Resolution

• Always include as much detail as possible in the description.
• Use the correct priority to help us triage effectively.
• Attach relevant screenshots or logs.

If you have any questions about using the Help Center, please contact us via email support@goconvey.com or call us at 1866-926-6839