FAQs for using the Service Desk customer support portal


OVERVIEW

Target audience: McGill students, faculty, staff members, and affiliates

This article explains how to use the Help Center/Service Desk customer portals provided by many faculties and service units at McGill (including HR, Service Point, Security, and Translation Services).

Note: This Help Center portal is not the same as the IT Support portal, where you submit requests and report issues for IT services (www.mcgill.ca/itsupport)

In this article:

What are the steps to submit a service request or report an issue?

To submit a request or report an issue:

  1. Log in to the Help Center portals homepage with your McGill credentials.



  2. Select the portal associated with your needs (e.g., Service Point, Security, Finance, etc.)

    Graphical user interface, websiteDescription automatically generated

  3. Select the appropriate request/support form. A portal with many forms may organize them by categories on the left side of the screen.

    Screenshot showing request forms within a Service Desk portal

  4. Follow the instructions at the top of the form. Some requests may require you to attach a document (e.g., expense report, purchase order).

    Note: All fields are mandatory unless marked as optional.

    Example of request form options

  5. Click Create at the bottom of the form. You will see a warning message if any required information is missing.

    Example of error message that appears when required information is missing.

  6. After submitting the form, you will see a summary of your request.

    Screenshot of summary page that appears after request is submitted.

    The Comment box at the top allows you to submit additional information.
    You will also receive an automated confirmation email in your Inbox.
note

NOTE: 

Return to your request summary page whenever you need to add more information or communicate with the agent processing your request. It will remain open until your request is closed.

All email notifications will include a View Request link to access your request summary page. 

What notifications will I receive when my request is processed?

Each Service Desk sends notifications depending on how it is configured. Notifications may include:

IMPORTANT: DO NOT Reply to email notifications

In most cases, the system will not accept email replies.  It is recommended to use the Service Desk portal to communicate with the support agent; click the View Request link provided in all automated email notifications to go directly to your request summary, where you can communicate with the support agent, attach files, and see the history of your communication with the agent.

What should I do if the request has been closed and I still need help?

Once your request is closed, it cannot be reopened. If you still need assistance, submit a new request on the Help Center portal.

How can I access my requests/issues on the Help Center portal?

Click the View Request link within a notification email to go to that request.

You can also see all your open or closed requests through the Help Center portals homepage. To see your requests:

  1. Log in to the Help Center portals homepage with your McGill credentials.
  2. In the upper right corner of the page, just next to your avatar icon, click Requests > My Requests.



  3. On the next screen, use the filters (e.g., only open requests) to find a specific request. You can also search by keyword.
    Screenshot showing all open requests made by a user.

  4. When you have located the specific request, click on its Reference or Summary link to view the summary page.

 

Can I change the language from English to French?

Many of the request forms have both English and French versions. To change your preferred language:

  1. Click on your profile avatar in the top right corner of the Help Center page, then click Change language.

    Graphical user interface, text, application, chat or text messageDescription automatically generated

  2. Choose your desired language (English or French).

If a request form is available in the chosen language, it will be displayed in that language. In addition, if the emails for that service have been translated, you will receive email notifications in your chosen language.

 

How do I use the calendar to select a Project Deadline on a form?

To select a Project Deadline:

  1. Click on the calendar icon next to the field.

    Calendar icon on a request from

    By default, most calendars display the current date and time.

    Note: You can only select dates in the future.

  2. Adjust the date:
    • Click the single arrows to move forward/backward by months
    • Click on the double arrows to move forward/backward by years.
      Example of how to choose the date and time.
  3. Adjust the time by either:
      • Clicking on the hour or minute field. Each click advances the time by one hour or minute. You cannot click to decrease the time.
      • Editing the hour and minutes directly in the text field.

    Adjust the date and time in the text field.

How do I select multiple items from a list?

If the list allows multiple selections, you can click the arrow to open the drop-down list and select another item. All items you have selected will appear in the field on the form.

If you make a mistake, click the ‘x’ next to that item to remove it.

ADDITIONAL REFERENCES: