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

 

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.

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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.

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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":

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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

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