[ITSM | How-to] Tracking Your Support Tickets in the Employee Portal in AssetSonar

Why It Matters

Having a centralized place to check your own ticket status keeps you instantly in the loop and saves you from having to send follow-up “What’s the update?” emails to the IT team.

How to Do It

• Access the Portal: Navigate to your company’s Help Desk by visiting your specific URL (for example, if your company is ABC, you would go to abc-itsm.assetsonar.com) and log in using your standard credentials.
• View Your Queue: Click on the Tickets option located in the top menu of your portal dashboard.
• Check the Status: Click on any active ticket in your list to view a real-time timeline of its lifecycle stage.
• Communicate with IT: From this view, you can read any public follow-ups from the assigned technician, see exactly what stage your request is in, and directly reply to the thread if you need to add more information or ask a question.

Next Steps

Log into the Employee Portal and click on Tickets in the top menu to view the real-time status of your most recent request and see if the IT team has left any notes for you.