​Navigate to the Ticket Submission Page

1.     Use this link to navigate to the ticket submission page or go to:

https://wusmed.support.databasin.co/portal/en/newticket

2.     Depending on if you’re signed in or not, you will see the one of the versions of the “Submit a ticket” form seen below – fill it out, as noted below.

1.     Fill out each of the fields provided:

a.     Secondary Contacts (CCs) – If you’re signed in through the help center, you’ll have the option to add secondary contacts –if you want anyone else to be included on the ticket, add their email here. You can also add this after the ticket is created, either through the help center portal or as a CC in your emails with the support agent.

c.     Contact Email – If you’re NOT signed in through the help center, you’ll need to enter your email. It’s advised you use your work email, and to use this for any future tickets to better enable ticket tracking in the future.

d.     Contact Department – Select your department from the options provided.

f.      Subject – Brief note explaining the topic of your ticket.

g.     Description – Thorough explanation of the question, suggestion, or problem you’re experiencing.

h.     Priority – Select between urgent and non-urgent.

i.      Attach a file – You may attach a file if you think it may be helpful in the agent assisting you.

j.      Word Verification – If you’re NOT signed in, you need to do a quick CAPTCHA verification to ensure you’re not a bot. Be sure to sign in to the Help Center for future tickets if you’d like to avoid this step.

Signing up for the Help Center

1.     If you haven’t previously signed up, you’ll receive an invite upon submitting your first ticket.

a.     Signing in to submit tickets is not required – you’ll still receive emails when your support agent responds, and you can simply respond back to them through the email.

2.     Accept the invitation email. This will come from WUSMEducationSupport@technologypartnersdai.zohodesk.com and will look like the image below. This will then redirect you to set up a password and confirm details such as your name and time zone.

Follow-up and Ticket Completion

1.     When an agent responds, you’ll receive an email.

a.     You can respond directly through that, if you desire, as your sole method of communication with the agent. Treat it as you would a normal email, ensuring to “Reply All” if you have any CC’d contacts.

2.     Alternatively, you can connect through the Help Center.

a.     Click on “Tickets” on the home screen or hit the “Tickets” tab at the top from anywhere in the Help Center.

b.     Sign in, if you’re not already.

c.     Open your ticket of interest.

d.     From here, you can read through your ticket, create a new ticket, update your ticket details (i.e., the priority or the request type), or reply/comment to your ticket. If you reply, this is where you can add or remove CC’s.