Prismara DeskHow-to guide
Raise a ticket
You can raise a ticket in the Prismara Desk portal or by sending an email. The portal lets you choose a category and priority, which helps the right team pick it up faster.
Before you begin
Section titled “Before you begin”- For the portal, you need access to Prismara Desk.
- For email, you need your organisation’s support address, for example
support@contoso.example. Ask your IT team if you don’t know it.
Raise the ticket
Section titled “Raise the ticket”-
Sign in at
https://app.prismara.eu/loginand select the Prismara Desk tile. -
Select New ticket.
Screenshot pendingThe Desk portal home page with the New ticket button in the top-right corner -
Choose a type: Report a problem or Request a service.
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Choose a Category, for example Email and calendar.
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Enter a short Subject and a Description. Say what you were doing, what happened, and when it started.
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Choose an Impact: Just me, My team or The whole organisation.
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Optional: select Attach files to add screenshots or logs.
Screenshot pendingThe completed New ticket form with type, category, subject, description and impact filled in -
Select Submit. Your ticket number appears on screen and you receive a confirmation email.
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Write a new email to your organisation’s support address, for example
support@contoso.example. -
Put a short summary in the subject line.
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Describe the problem in the body. Attach screenshots if they help.
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Send the email. You receive an automatic reply with your ticket number.
Screenshot pendingAn example automatic reply email showing the new ticket number and a View ticket link
To add information later, reply to the confirmation email. Keep the ticket number in the subject line so your reply is added to the same ticket.
Verify
Section titled “Verify”Open My tickets in the portal. Your new ticket is listed with the status New.