How can I monitor or see the progress of my Helpdesk ticket?

  • Updated


If you would like to see the current status of one of your PALCS Helpdesk tickets, you can do so from our website (which you are viewing right now!). At the top right side of your screen will be a blue "Sign in" button, click on it to sign into our ticket system.


If you have never signed up with a PALCS Zendesk account you will NEED to click on the blue "Sign up" next to "New to PA Leadership Charter School?" This account is NOT tied to your PALCS parent or student accounts that you use to log into the PALCS School Lobby.


Clicking on that link will take you to a page where you can enter your name as well as your email address. 


If you have previously submitted tickets, make sure to use the same email that you used in the "Your email address" field / received a confirmation email, otherwise you may not see your current tickets.


Once you fill in that short form and select "Sign up" you should receive a welcome email. Inside will be a "Create a password" link.


When you click on that link, you will be able to set your password for your account. 


If you have previously signed up for an account, you will instead receive an email like this. If you cannot remember your password you can click on "reset your password" link included this email.


That link will take you to a page where you can set a new password for your account. 


Once you have signed in, the name you entered will show up at the top right of the window. If you click on your name and then click on "My activities" screen it will take you to your ticket management screen.


From here you can see any tickets that you have tied to your email that you signed up with. (Other email addresses or tickets where the student email were inputted in the "your email" field will not show up here)


When you click on a ticket it will show you more information about that ticket, any responses that have been sent as well as a chat box to respond directly to the ticket. (You can also use the "Add file" function at the bottom of the screen to send a file through the ticket system)


If you click on the "Requests I'm CC'd on" tab it will show any tickets that you have been added to but were not the "Requestor"/entered in the "Your email" field.


When you receive a notification email from our ticket system, there is a blue number / link included. 


(Example new ticket notification above and response below)


When you click on that link (if you are signed in) it will take you directly to the ticket information page. If you are not currently signed in it will just take you to the sign in screen.


This is a really helpful tool where you can monitor and respond to any of your open tickets. (This can also be helpful if your email inbox is full or our ticket emails get flagged as spam and you don't notice them.)

When you are signed in, any tickets that you submit are automatically tied to the account/email that you signed up with.


If you have forgotten the password to your Zendesk / Ticket account, click on the "Forgot password?" link on the sign in screen.


Enter the email of your account.


You should receive a reset email. Click on the "Set a new password" link.


Enter the new password and then click "Change password."