Help Desk: Submitting a Ticket via Portal

The Help Desk portal is your centralized location for accessing help articles, submitting requests, or reviewing your submitted tickets. This article will guide you through submitting a ticket through the portal.

Submission Process

Go to https://helpdesk.hpgbrands.com, you do not need to sign in to submit a ticket.
Click on Report an issue
Fill out the fields for your email, your name, and your subsidiary.
If you need to add additional people to the ticket, click Add CC. You can add multiple people as needed
In the subject, provide a short description of the issue, keep it under one sentence but make sure it is still descriptive.
Select and Impact and Urgency.
Impact = The impact this issue may have on the business. If it affects only you, set the impact to low. If it affects a small group, set the impact to medium. If it affects the entire subsidiary, set the impact to high.
Urgency = The urgency in needing a resolution. If you have a workaround or don't need immediate attention, select low. If you can wait for a resolution, select medium. If you cannot wait for a resolution, select high.

Note: Do not select High for these arbitrarily. High should only be used in truly dire situations. For managers that need to submit Urgent Priority tickets, see this article: Submit an Urgent or Critical Request
If your issue is non-NetSuite related, provide the name of your computer.

Note: See this article for getting the computer name: Windows: Get Name of Computer
Provide a description of the issue, and if possible, provide step by step instructions for recreating the issue and/or provide screenshots.
Click Submit to finish the ticket creation. You will receive a notification that the message was received.

More help desk related articles are available here: Help Desk : HPG Brands