Submitting and following tickets

This is the employee user guide. You submit a problem as a conversation, follow the same ticket through troubleshooting, and return to it if the problem comes back. Your organization must allow your account to sign in. Connecting a directory alone does not grant every employee access. See Work-account sign-in.

Before you start

Have the affected application or device name, exact error message, when the problem began, and whether others are affected. Do not include passwords, verification codes, recovery keys or application secrets. Crop unrelated information from screenshots.

The employee workspace shows My tickets. IT Support accounts have a different workspace with an organization queue; this chapter describes the employee screen.

Submit a new ticket

  1. Sign in to your organization's Empeiro account.
  2. In My tickets, select New ticket. On a wide screen, you can also use the description box beside your ticket list.
  3. In What's going on?, describe the problem. For example: “The reception printer shows offline. It started this morning and affects everyone at reception.” A nonblank description is required.
  4. Optionally choose About. The initial choices are Email, Printer, Hardware, Network, Phone, Windows, Shared Drive, General Software, Account Access and Outage. Leave Not sure if you do not know.
  5. Optionally select Add a picture. Choose PNG, JPEG, GIF or WebP, no larger than 10 MB. The new-ticket form holds one picture; Change picture replaces it and its remove button takes it off the pending request.
  6. If Let [assistant name] look at this appears, decide whether to tick it for this picture. Leaving it unticked still attaches it for people on the ticket. Ticking it allows the picture to be sent, as it is, to your organization's AI provider while the picture feature is enabled. It does not opt in future pictures.
  7. Select Send. You can also press Ctrl+Enter or Command+Enter in this initial description box.
  8. Confirm that the conversation opens with a ticket number and your first message. The ticket is saved before the assistant answers. Its title comes from your description's first sentence, shortened if necessary.

Expected result: the request appears in My tickets. New tickets start as New with Normal priority. The assistant may classify it, troubleshoot, suggest an IT colleague, or hand it to IT. If an AI model is not connected, it explains that and hands the request to IT; ticket creation is still available.

If Send is disabled, enter a nonblank description. If submission reports an error or connectivity drops, reopen My tickets and check whether the request exists before sending it again. A second submission creates another ticket.

Read and reply

  1. Select the ticket title in My tickets. On a phone, use Back to return from the conversation to the list.
  2. Read the status and current handler beneath its title. Here now identifies other viewers, not a promise of an immediate response.
  3. Type in the message box and select Send, or press Enter. Use Shift+Enter for a new line. The initial new-ticket box and the conversation reply box have different Enter behavior.
  4. To attach a picture, select Attach a picture. Add pictures one at a time; a conversation reply can contain several pending pictures. Remove anything you do not intend to send.
  5. When offered, make a separate Let [assistant name] look at this choice for each picture.
  6. Confirm the message appears. A failed send leaves the draft and pending pictures for correction and retry.

A reply may contain just a picture. Opening your own ticket marks visible IT and assistant messages as read. Read indicators mean a message was opened, not that the problem was resolved. Updates and typing indicators arrive while connected. If updates seem stale, reload and inspect the conversation before resending.

Open tickets appear before completed tickets. Open tickets use recent activity order; completed tickets use their completion date. Unread counts identify replies you have not opened.

Understand employee status labels

Your screen IT queue status Meaning
New New The request is logged. Read any troubleshooting questions.
IT is on it In Progress Work is underway. Follow the conversation.
Waiting for you Waiting on Requester IT needs your response. Reply in the ticket.
Done Completed Check the fix and answer any resolution question.

Ask for a person

  1. Open your ticket while the assistant is handling it.
  2. Select Talk to a person above the reply box, or on an assistant message when offered.
  3. Read the hand-off message. IT receives the existing conversation and a summary, so keep using this ticket.

After troubleshooting, the assistant may offer That fixed it or Still not working. Test the result before choosing. That fixed it confirms resolution; Still not working requests further handling and can lead to an IT hand-off. Buttons depend on the conversation. A hand-off is not a booking or a guarantee that a person is immediately available.

Confirm a fix or reopen the problem

When IT manually marks the ticket Completed, Did this fix it? offers Yes and No. Only the original requester can answer.

  1. Test the action that originally failed.
  2. Choose Yes if it works. Satisfaction is recorded as Fixed.
  3. Choose No if it remains broken. Satisfaction is recorded as Not fixed, the ticket reopens as In Progress, its completion date clears, and the assigned person or IT team is notified.
  4. Add details about what still fails.

You can also reopen a Done ticket by sending a new message, including a picture-only reply. It becomes In Progress if a person is assigned, otherwise New. Automatic closure and assistant resolution do not always produce the same Yes/No card; replying remains available if the problem returns.

Join a colleague's ticket

If IT adds you, the ticket appears under Looped in. Open it and reply as yourself. You can read earlier shared conversation messages and ordinary pictures; your contributions are marked Looped in. You do not become the requester or owner, and the original requester's resolution and booking buttons are not offered to you. IT notes remain restricted to IT Support accounts.

If IT removes you, it leaves this list and you cannot open it unless an IT role independently grants access. See Collaboration and internal notes.

Live help and self-service

When offered live-session time buttons, review the time and colleague, select a suitable slot, and check the booking card. If a slot has become unavailable, follow the error and select another time. See Live support hours and sessions.

Open Help for self-service articles. This didn't help can start a ticket with your search already filled in; review and expand it before sending. See Knowledge base and employee help.

Troubleshooting

Symptom Next step
Microsoft accepts your account but Empeiro refuses entry Ask IT to check directory sync, exclusions and sign-in eligibility.
A picture is refused Use PNG, JPEG, GIF or WebP within 10 MB. Documents and ZIP files are not ticket attachments in this version.
An upload service error appears Keep your written description and try later. The picture is attached only after its name appears and the message sends.
Someone else's ticket is missing Ask IT to loop you in when appropriate; employees cannot browse the organization queue.
An action seems not to update the ticket Reload and check its status and conversation before repeating it.
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