Steps to submit a ticket to ClientInsight Team:

• Navigate to the top-right corner of ClientInsight where you can see your name.
• Click on Help > Escalate Ticket (The ‘Escalate Ticket’ option will only be visible to NYCDSS admins)

• This will launch a new page to create a ticket in SupportHub. (Note: Any PII will be redacted in the ticket and only viewable through a secure link)

• When creating a ticket include as many details as possible for a quick resolution.
• After you select ‘Create Ticket’ a new window will appear.

• Click on ‘View Ticket’ to be taken to the portal where you can view your ticket and add any comments needed. (IMPORTANT: DO NOT include PII in these comments)
  • Here you will be able to access your ticket and view any updates related to this ticket.
  • On this page you will be able to Escalate the ticket as needed, Cancel the request, or mark it as resolved.

• Alternatively, you can click on ‘Add Attachment(s)’ to add any relevant screenshot/files to the ticket. (IMPORTANT: DO NOT include PII in these attachments)

• Once ‘Create Ticket’ has been selected, your ticket will be added to a queue for the support team to view and assign to the appropriate support rep / engineer.