---
title: "Get help with a ticket"
description: "Open a ticket when something is not working, attach files, follow your IT provider's replies, and reply until it is fixed."
url: "https://support.outpostplatform.com/portal-guide/tickets/"
product: "depot"
type: "how-to"
status: "draft"
ai_summary: "Client portal users. Tickets lists your requests for help (Mine) or the whole organization's (Everyone's, with View all tickets), Open, Finished, or All, and search by ticket number. New ticket: Summary, Details, Which device, Category, How urgent is it, up to 10 files. Statuses Being worked on, Waiting on you, On hold, Resolved, Closed. Reply with files; a closed ticket needs a new one."
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/portal-guide/tickets.md"
license: "CC BY 4.0"
---

# Get help with a ticket

A ticket is a request for help. You tell your IT provider what is wrong, and
the ticket keeps the whole conversation in one place until it is fixed. This
page shows how to open one, follow it, and reply.

## Before you begin

- Opening tickets needs **Open tickets**. You see the tickets you opened or
  are copied on. Seeing every ticket in your organization needs **View all
  tickets**. The **IT contact** and **Owner** roles have both.

## Open a ticket

1. Select **Tickets**, then **New ticket**.
2. In **Summary**, write one line, such as `Printer on the 2nd floor will not
   print`.
3. In **Details**, say what happened, what you expected, and any error
   message.
4. In **Which device?**, pick the device, or **Not about one device**.
5. Optionally, choose a **Category** and, if offered, **More exactly**. Choose
   **Not sure** if none fits.
6. In **How urgent is it?**, choose **Normal**, **High: it is getting in the
   way**, **Urgent: someone cannot work**, or **Critical: the business is
   stopped**.
7. Optionally, under **Attach files**, add up to 10 files, such as a
   screenshot, up to 20 MB in all.
8. Select **Send ticket**.

You can also start a ticket about one device from its page under **Devices**,
with **Get help with this device**.

## Follow your tickets

**Tickets** opens on your open tickets. Choose **Open**, **Finished**, or
**All**. If you can see every ticket, choose **Mine** or **Everyone's**. To
find one, search by its ticket number.

| Status | Meaning |
| --- | --- |
| **Being worked on** | Your IT provider has it. |
| **Waiting on you** | Your IT provider asked you something. Reply to keep it moving. |
| **On hold** | Paused for now, usually while something is ordered or scheduled. |
| **Resolved** | Fixed. If it is not, reply and say so. |
| **Closed** | Finished. Open a new ticket if you need more help. |

## Reply to a ticket

1. Open the ticket. **Conversation** shows every public message, with any
   files.
2. Type your reply. Optionally, attach up to 10 files, up to 20 MB in all.
3. Select **Send reply**.

Your IT provider is told about your reply. You are not emailed about your own
messages.

A closed ticket takes no more replies. Open a new ticket if you still need
help.

## Next steps

- [Report starters and leavers](/portal-guide/starters-and-leavers/)
- [Choose your notifications](/portal-guide/notifications/)