Get support
Get help with Itential Platform through the Service Desk.
Before contacting support
Check these resources first:
Access Service Desk
Service Desk requires an Itential Service Desk (ISD) account.
Don’t have an account? Contact your Itential account representative to request access.
Have an account? Sign in at https://itential.atlassian.net/servicedesk/customer/portals
Create a support ticket
Select ticket category
Choose the category that matches your issue:
Create product support tickets only through the Service Desk portal. Tickets created elsewhere will be cancelled.
Gather diagnostic information
Generate showsupport file:
Download the .gz file to attach to your ticket.
Download blueprint file:
- Open Admin Essentials
- Click Blueprints in Quick Start card
- Click Download (or Copy to paste contents directly)
Always include both showsupport and blueprint files with product support tickets.
Track your ticket
View ticket status
Tickets move through these statuses:
- Open - Created, awaiting response
- In Progress - Under investigation
- Waiting for Customer - Needs more information
- Resolved - Fixed or answered
- Closed - Completed
Filter tickets by status in the Service Desk portal. Default view shows open requests.
Respond to updates
View updates in the Service Desk portal:
- Status changes
- Support team comments
- Resolution details
You can also reply directly to email updates. Responses are added to your ticket automatically.
Support coverage
Production outages
24/7/365 support
Other issues
5-7 business day response for:
- Feature requests
- General questions
- Non-critical issues
Alternative contact methods
Non-customers
Email: info@itential.com
Phone: 1-800-404-5617
Response time: 5-7 business days
Customers without Service Desk access
Contact your Itential account representative.
