---
title: "Using the Soutron Help Desk & Documentation"
canonical: "https://support.soutron.net/space/AP/16744449/Using%20the%20Soutron%20Help%20Desk%20%26%20Documentation"
format: markdown
---
> ℹ️ ### How do I contact the help desk?
> ℹ️ 
> ℹ️ Always submit a case to the Help Desk, never to a named person.  An individual person may be in a meeting, out of the office or on annual leave resulting in a delayed response to your query. Contact us as below:

|  |  |
| --- | --- |
| **Customer Portal** | [support.soutron.net](https://support.soutron.net) |
| **Email** | [support@soutron.com](mailto:helpdesk@soutron.com) |
| **Phone (Soutron)** | +44 (0)1332 844032<br>+1 760-870-4243 |
| **Phone VERSO/SHAREit)** | +1 800-852-8686 |
| **Phone (CAMs/MINISIS/TDR)** | +1 604-255-4366 |

> ℹ️ ### How do I register for the new help desk portal?
> ℹ️ 
> ℹ️ - Our support engineers are able to send you a personal invitation to join the help desk portal - in this email will be a link to register.
> ℹ️ - If you do not have an invitation link or the link has expired please use this **[link](https://soutron.atlassian.net/servicedesk/customer/user/signup?absolute=true&destination=https%3A%2F%2Fsoutron.atlassian.net%2Fplugins%2Fservlet%2Fac-redirect%2Fcom.refinedwiki.cloud.refinedsites%2Fservicedesk-portal%3Fac.redirectDomain%3Ddocumentation.soutron.net)**[ ](https://soutron.atlassian.net/servicedesk/customer/user/signup?absolute=true&destination=https%3A%2F%2Fsoutron.atlassian.net%2Fplugins%2Fservlet%2Fac-redirect%2Fcom.refinedwiki.cloud.refinedsites%2Fservicedesk-portal%3Fac.redirectDomain%3Ddocumentation.soutron.net)to register for a new account.
> ℹ️ - Alternatively, click the log in button and click **Sign up** at the bottom of the window.

> ℹ️ ### When I login I am redirected to [soutron.atlassian.net](http://soutron.atlassian.net)
> ℹ️ 
> ℹ️ This is perfectly normal and expected, [soutron.atlassian.net](http://soutron.atlassian.net) is our authentication provider used in the background of the help desk system.

> ℹ️ ### I have logged in, now what?
> ℹ️ 
> ℹ️ Once you are logged into the portal you can access any existing (open and closed) tickets via the **[Support](https://support.soutron.net/page/support)** menu item. From there you can open a new request by selecting an option on the left of the page that is most suitable to your query. From this page you can also see all tickets (both open and closed) you have linked to your account.

> ℹ️ ### Can tickets I raise be shared with others in my organization?
> ℹ️ 
> ℹ️ When emailing the help desk anyone included in the email will automatically be able to see the same ticket in their view of the portal and update the ticket accordingly.
> ℹ️ 
> ℹ️ Additionally, we auto link your email address with other users from the same email organization (i.e. @soutron.com).  This means they will then also see tickets raised by others in your organization when viewing via the portal, even if they are not included in the email trail.

> ℹ️ ### What can I see/change in a ticket via the portal?
> ℹ️ 
> ℹ️ From the portal you can:
> ℹ️ 
> ℹ️ - Send a reply to your assigned Soutron engineer.
> ℹ️ - Mark the ticket as resolved or closed, if you find a solution to your query yourself.
> ℹ️ - Turn off email notifications for the ticket.
> ℹ️ - See the current status of the ticket.
> ℹ️ - See all reply history for the ticket.

> ℹ️ ### What if I started my ticket via an email?
> ℹ️ 
> ℹ️ Regardless of how the ticket is started, you will always be able to see the full history of the ticket via the portal.

> ℹ️ ### Can I still reply to tickets via email even if it was started via the portal?
> ℹ️ 
> ℹ️ Tickets can be updated via the portal or by replying to an email notification/thread for your ticket. 
> ℹ️ 
> ℹ️ Note: The email subject must contain the ticket ID otherwise a new ticket will be raised with our support team. Your ticket ID will look something like** SS-{1234}**

> ℹ️ ### What can I submit to the help desk?
> ℹ️ 
> ℹ️ We want to hear from you whenever you feel you need assistance of some kind or wish to discuss any aspect of your application. Your feedback is very important to us!
> ℹ️ 
> ℹ️ It is especially important to report any error messages to the Help Desk. If you don’t tell us, it may not be fixed.
> ℹ️ 
> ℹ️ Equally important, if something doesn’t work the way you want it to, please tell us so that we can improve our application.

> ℹ️ ###  Information to include in a ticket
> ℹ️ 
> ℹ️ Regardless of the reason for contacting the Help Desk, you should always include as much information as possible: precise details are essential.
> ℹ️ 
> ℹ️ When reporting an incident please include:
> ℹ️ 
> ℹ️ 1. The Web Browser you are using and which version.
> ℹ️ 2. Screen shots, if applicable. These can often give vital additional information.
> ℹ️ 3. The Record ID if the error is within a particular catalogue record.  Other records may also have identifiers such as Orders and Invoices.
> ℹ️ 4. The sequence of operations leading to the error.
> ℹ️ 5. Details of any applicable fields, record types, settings etc. which relate to your request.
> ℹ️ 6. Please submit only one issue per ticket in the Support Portal .