CES Support Site Ticketing System

In order to submit a support ticket to the CES Helpdesk, you must first ‘Request A New Account’ to gain access to the CES Support Community – cessupport.girlscouts.org. Once you submit the form to ‘Request a New Account’, within 1 business day, you will receive an email that your account has been activated and you may begin to use the site. If you already have an existing account on the CES Support Community, you are ready to sign-in and submit a ticket.

Submitting a Ticket (one ticket per Issue):

You may submit a ticket for CES support directly into the CES Support Community web site from any of the following areas:

The Home tab:

My Support tab:

Entering a Ticket

Entering a ticket into the system is very easy and takes very little time. However, in order to ensure the informationyou provide on the ticket is as effective as possible in solving the issue, we ask you to take a few moments to review information below.

NOTE: While this self service ticketing system will replace opening tickets via email or phone calls to CES Support – it also provides faster service for us to begin working on your support request to help us help you in the quickest timeframe possible.

(*) = Required fields in ticket.

Application (dropdown):

Select the application you need support with. Currently, the following applications are supported by CES Support:

  • Personify
  • Volunteers Systems
  • Volunteer Toolkit
  • Adobe Web Platform

Subject (dropdown):

Select the Subject value that most closely matches your issue area (some examples below). Subjects vary by application.

  • Accounting/Finances
  • Technical Issues
  • Reports
  • Security/Login Issues
  • Troops/Hierarchies/Campaigns

Summary (text field):

Enter a brief description that will clearly identify the nature of your issue. The Summary field should contain just enough information to clearly identify the issue in a list. Details of the issue will be entered in the Details field.

Details (text field):

Enter pertinent information regarding your issue. Keep the details concise (almost bullet or step-like). Include the area of task you were utilizing in Personify (order entry, customer searches, etc…), steps prior to the issue, what action was being done at the time of the issue or error. Include any other information that can aid in the resolution or your issue.

Priority(dropdown):

Select the priority that represents the severity of the issue.

  • Low
  • Medium
  • High
  • Critical (equals catastrophic – all systems down)

Ticket Type (dropdown):

Select the ticket type that represents the nature of your ticket.

  • Help / Assistance
  • Issue / Problem
  • Performance / Fault
  • Enhancement Request
  • Other

Attachment (optional but highly recommended):

Include an attachment such as a Word document with screen shots to assist the support representative in analyzing your issue.

Email Notification (Customer) (check box):

If you select this option you will receive email updates whenever the ticket is updated.

Finish (button):

When you have completed all ticket fields, click the Finish button.

Tracking Tickets

To track the status of your ticket(s) go to the My Support tab. You will see your most recent tickets displayed. Click on All Tickets to see all your tickets.

Ticket Status:

Open / Ticket has not been addressed yet
Work In Progress / Ticket has been assigned to a technician and is in process
Need More Info / We require additional information in order to solve your issue
Reopened / The ticket requires a revision for the solution posted
Solution Suggested / A solution has been suggested for your issue
Closed / This ticket has been closed

Filtering:
You can filter the tickets that are displayed by using the following filters on the My Tickets screen.

Status (dropdown):

  • All Tickets
  • Open Tickets
  • Resolved Tickets

Owner (dropdown):

  • Anyone – This option will display tickets for your council regardless of who opened them
  • Me

Note: You may also sort the ticket search results by clicking on a view column heading that is displayed as a link. (Date Created, Contact Name, Status, Date Updated.)

To access a given ticket, click on the ticket number in the leftmost column.

Ticket Information

Some of the information that you can refer to on a given ticket includes:

Ticket Number (System Assigned)

Ticket Status

Date/Time Created

Date/Time Last Updated

Customer Info

Assigned Technician

Solution (If the ticket has been closed)

History – A list of all activity entered relating to this ticket

To add additional information to a ticket:
Select the Provide Additional Info button, enter information in the Comments field, and then press the Submit button.

Additional Information:

  • In the event a support analyst contacts the client to “provide more information” on the ticket and if no response is received back from the client upon the 3rd request for additional information, the ticket will be closed assuming the issue has been resolved.
  • Upon receiving a suggested solution to an open ticket, if no response is received the ticket will auto close after 7 days.
  • Please search existing tickets in your council to make sure a duplication of an issue is not being submitted.
  • There is a cc: list when submitting a ticket so you can cc: any CES Support Site registered user at your council.
  • One ticket per issue. If you have more than one issue, you will have more than one ticket.
  • Again, please remember this self service ticketing system will replace opening tickets via email to CES Support.

Close a ticket:

To close a ticket from a Suggested Solution returned in an email from the CES Helpdesk, click the link below to login to the Support Community and select the ‘Close Ticket’ button, enter information in the Comments field, and then press the Submit button.

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