Help Desk Resources and Support Guide
Overview
This guide explains how to submit a help request, choose the right support resource, check a request's status, and contact the correct support team.
Use this guide when you:
- Need help determining where to submit a request.
- Need to submit a general P1 support request.
- Need assistance with the P1 License Manager.
- Need to check the status of an existing request.
- Need to respond to a support request.
- Need to contact the Help Desk directly.
Help desk hours and coverage
P1 support operates Monday through Friday during the hours listed below. Support is not available 24/7.
| Support Information | Details |
|---|---|
| Support Hours | Monday–Friday, 9:00 AM–5:00 PM EST |
| Holiday Schedule | Closed on standard U.S. federal holidays |
| Support Platform | Jira Data Center Backend |
Requests submitted outside of support hours will remain in the queue and be processed during the next business day.
Choose your support option
Use the table below to determine where to direct your request.
Submit a help request
To submit a help request, select the support option that best matches the service or issue you need assistance with.
Before submitting your request, gather the information that will help the support team understand the issue.
Include, when applicable:
- Your P1 username.
- The affected application or service.
- The IL (IL2, IL4, or IL5).
- A description of the issue.
- The exact error message.
- A screenshot of the error.
- Steps you have already attempted.
- Your ticket number, if the issue is related to an existing request.
Providing complete information helps the appropriate support team troubleshoot your issue without requesting additional details.
P1 License Manager
Mattermost licenses are managed through the P1LM self-service tool.
Use the P1LM to manage Mattermost license assignments and other supported licensing functions.
Unable to access the P1 License Manager?
If you cannot access the P1LM:
- Confirm that you are using the approved P1LM link.
- Confirm that your P1 account is active.
- If you still cannot access the tool, submit a P1LM help request.
For detailed information about licensing and permissions, see Licensing & Permissions.
Support for Onboarding Supervisors
The Customer Experience team provides dedicated assistance for Onboarding Supervisors.
Office hours
Onboarding Supervisors can schedule a one-on-one session for hands-on assistance.
Supervisor guide
Self-service documentation is also available for Onboarding Supervisors.
Check your help request status
After you submit a help request, you will receive an automated email confirmation.
The confirmation email includes:
- A link to your request.
- Your unique ticket reference ID.
- Information about the submitted request.
Select the link in the confirmation email to open your request.
From the request page, you can:
- Review the current status.
- Read updates from the support team.
- Add comments or additional information.
- Review previous communication.
- Reply by email.
You can also reply directly to a request notification email.
Your response will be added to the request as a comment for the support team to review.
TIP
Keep your responses within the existing request whenever possible. Creating a new request for the same issue can make it harder to track the issue's full history.
Contact the Help Desk
If you are unsure which support option to use, need help with an existing request, or need to escalate an issue, contact the Help Desk.
When contacting the Help Desk, include your ticket reference ID if you already have an open request.
What to include in a support request
Providing complete information helps the support team identify and resolve your issue more quickly.
| Information | Example |
|---|---|
| Application or service | Mattermost, Jira, Confluence, GitLab, or another P1 service |
| Environment | IL2, IL4, or IL5 |
| Issue | Brief description of what is happening |
| Error message | The exact message displayed on screen |
| Screenshot | Screenshot of the error or affected page, when available |
| Troubleshooting completed | Steps you have already attempted |
| Ticket reference ID | The reference number for an existing request |
Common support scenarios
I do not know which support option to use
If you are unsure where to submit your request, contact the Help Desk or submit a general P1 support request for assistance with routing.
I submitted a request outside of support hours
Requests submitted outside of support hours are placed in the queue and reviewed during the next support window.
Support hours are Monday–Friday, 9:00 AM–5:00 PM EST. The Help Desk is closed on standard U.S. federal holidays.
I cannot access the P1 License Manager
If you receive an access error when opening the P1LM, submit a P1LM help request.
Do not submit multiple requests for the same issue.
I need to follow up on an existing request
Use the ticket link in your confirmation or update email to open the existing request. You can add a comment directly to the request or reply to the notification email.
Include your ticket reference ID when contacting the Help Desk directly.