Submit and Track Support Tickets

Submit and Track Support Tickets

This guide walks you through how to submit a support ticket in 1Stop and track its progress. Whether you're  reporting a technical issue, need a question answered, or requesting a new feature, the Help Desk makes it easy to get the assistance you need. To submit a support ticket:

1. Sign In To Help Desk
  1. Go to: https://helpdesk.1stopinstall.com/portal/en/signin
  2. Click the red Zoho icon (Z) to sign in using your existing 1Stop credentials ⚠️ Important: Do not use the email address and password fields. You must click the Zoho icon to sign in successfully without creating new credentials.

Accessing Help Desk 
After you've signed in, you can access the Help Desk from from the All Modules menu inside 1Stop. You can also find the Help Desk within your Teamspace modules. Finally, you can always visit the Help Desk directly at helpdesk.1stopinstall.com.



Warning
Alert
You can not sign in to the Help Desk from inside of 1Stop. You must first visit: https://helpdesk.1stopinstall.com/portal/en/signin

2. Submit a Ticket
After signing in, click the Add Ticket button (located on the right side of the screen). A form will open.



3. Complete the Ticket Form
Click Submit once complete (see below for field details).


  1. Ticket Type: Select Technical Support, Analytics/Report Request, Admin (For picklist updates, permission/profile changes, etc.) or New Feature Request.
  2. Priority: Select High (Critical issue preventing business operations), Medium (Significant issue with workarounds), or Low (Minor issue, user guidance, or enhancement request).
  3. Subject: Ticket title. Please write a descriptive title to help us understand your issue.
  4. Link: Paste the URL of the record where the issue occurred. 📝 This helps Support quickly identify and resolve the issue.
  5. Description: Add detailed ticket information, screenshots, or additional links.
4. View and Track Ticket Status
After submission, you'll be redirected to the Ticket Information page. From here, you can monitor the status, view the Due On date (expected resolution date), or reply to the support team.


When a Ticket is resolved, it will be flagged with a red "Resolution" tag  and provide an explanation regarding the issue.



📝  Using Reply vs. Comment
  1. Both reach the support team.
  2. Use Reply to access rich text editing, attach images, and format your message.
  3. Use Comment for quick updates or short follow-ups.

View Ticket Status Details
  1. Status 
    1. Open – Default status after submission
    2. Escalated – Indicates ticket has been routed to development or advanced support
    3. Closed - Ticket is resolved and now Closed
  2. The Due On date may change based on ticket complexity or escalation

5. View All Tickets
  1. Click My Area to see a list of all tickets you’ve submitted.
  2. You may also see tickets submitted by your teammates (if enabled).


6. Filter and Organize Tickets
Use the Views and Filters to sort tickets by, including your tickets vs. team tickets and other options.



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