How to Submit and View Tickets for Watermark SS&E Support

Updated

How to Submit a Support Ticket

  1. Click "Submit A Request" from the top right or the bottom center of any Watermark Help Center page.

    The page header showing the Submit A Request button indicated by an arrow beside the Categories menu above a search bar.

  2. The Support Ticket Entry Web Form will appear.

    Fill out the fields, ensuring that you’ve selected “Student Success & Engagement” from the “Which Watermark product are you using?” dropdown:

    Optional fields display with [optional] beside the field name.

    All other fields are required.
    The Submit a request form showing fields for CC, First Name & Last Name, Subject, role selection, the highlighted ‘Which Watermark product are you using?’ field set to Student Success & Engagement, followed by fields for consulting an article and School or Institution Name.

  3. The Support ticket will be automatically route to a skilled agent on our Support Team.

How to View Your Support Tickets

Users who have accessed the Help Center through SS&E can view a list of their new Watermark support ticket requests by clicking on their profile picture icon from the top right and clicking "My activities":

The menu under the account icon showing an arrow pointing to the My activities option, with the My profile option.

Support Requests

Under "My activities", support tickets will display under the "Requests" tab on two separate tabs:

  • My requests - You, the logged-in user, created the ticket or are assigned as the requestor
  • Requests I'm CC'd on - Tickets where you, the logged-in user, are CC'd on the ticket

On each tab, support tickets will display the following information:

  • The support ticket ID number
  • The ticket subject
  • When the ticket was created
  • When was the last activity on the ticket
  • The ticket status

Filters include:

  • Search requests
  • Filter by ticket status

The My activities page showing tabs for Requests, Contributions, and Following, with a table listing request ID, subject, created date, last activity, and status.

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