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Overview
Creating a support ticket is the first step to getting help from our dedicated support team. This guide will walk you through the entire process, from accessing the support portal to submitting your first ticket and tracking its progress.
Whether you're experiencing a technical issue, have a question about your account, or need assistance with a feature, our ticketing system ensures that your request is properly documented and routed to the right team member.
System Requirements
Before you begin, ensure you have the following:
An active AUS account with verified email address
A modern web browser (Chrome, Firefox, Safari, or Edge)
Basic information about your issue (error messages, screenshots, etc.)
Your student or employee ID number (if applicable)
Setting Up Your Account
If this is your first time using the support portal, you'll need to set up your account:
Navigate to the Support Portal
- Visit support.aus.edu or click the "Submit a Request" button from the Help Center homepage.
Sign in with your AUS credentials
- Use your university email and password. If you don't have an account, click "Register" to create one.
Complete your profile
- Add your contact information and notification preferences to ensure smooth communication.
Make sure to verify your email address to receive notifications about your ticket updates.
Creating Your First Ticket
Once you're logged in, follow these steps to create a support ticket:
Be as detailed as possible when describing your issue. Include error messages, steps to reproduce, and any relevant screenshots.
The ticket creation form includes several fields:
Category:
Select the most appropriate category for your issue
Priority:
Choose the urgency level (Low, Normal, High, Critical)
Subject:
Provide a clear, concise summary of your issue
Description:
Explain your issue in detail with all relevant information
Attachments:
Upload screenshots, logs, or other supporting files
Tracking and Managing Tickets
After submitting your ticket, you'll receive a confirmation email with a unique reference number. You can track your ticket's progress in several ways:
You'll receive email notifications whenever your ticket status changes or when a support agent responds.
Access your ticket dashboard to view all open and closed tickets, add additional information, or communicate with the support team handling your request.
Common Issues and Troubleshooting
If you encounter issues while creating a ticket:
Clear your browser cache and cookies if the form isn't loading properly
Ensure file attachments are under 10MB each
Try a different browser if you're experiencing technical difficulties
Contact support directly at [e-mail] if the online form is unavailable