How do I get support from "tickets"?

This article will guide you on how to get support from this ticketing-based system.

This MAD HATTER Helpdesk provides information on how to provide direct solutions for your inquiries. You can easily access that information here on this helpdesk. The information is arranged as "solution articles" in the "Solutions" tab, or so-called "Knowledge Base."

Whether you are a logged in user or not, you can search for existing solutions or solution articles to questions you might have regarding ALICE (account management, program management, user management, grades, enrollment, academic concerns, etc.). 

Now, you can either file a ticket without needing to be logged in for students or logged in for faculty and staff.

Follow these steps to file a ticket:

1. Log in. On the upper right corner of this website, click on Login to log into the system with an existing account. The LTS team will distribute your account directly to your institution's email addresses.

2. Reply to an existing ticket or file a new ticket.

1. Replying to an existing ticket: If you have a previous ticket that directly relates to your concern, you can re-open that ticket by replying to it in your email. 
2. Filing a new ticket: If your question is about a new issue, click on New support ticket and complete the required fields. Kindly make sure that you clearly state your inquiry or concern in the support ticket.

After populating all the required details, don't forget to attach any supporting documents or pictures to your ticket. 

Click "Submit" to finish the ticket creation.