1). Once logged in you will be able to check any knowledge articles available to you, or log your first ticket. This is done by selecting "New Ticket" at the top of the portal
2). When you click "New Ticket" you will be taken to the new ticket form. Your name will automatically appear in the Requester field. Just the I want to.... select which type of ticket you would like to raise. In this example we are going to use the "make an Expert Advice enquiry" option
3). You will then be presented with the relevant fields for your request. Some fields are optional but any with a * are mandatory and need to be complete before a ticket can be submitted.
4). Select which subject you wish to contact us about. In this example we will be using Housing.
5). If you use a shared email account, this is your opportunity to tell us your details for this specific ticket. Including how we can contact you. If you are using a dedicated email that is used just by you, you can put these details in once by editing your profile. Which we will cover at the end of this guide. You can also tell us about the client you are dealing with, but this is again optional.
6). We have give you the option to notify us of any Key dates if you use this option, please use the Key Date Relates To drop down box to tell us what that key date is. Key dates will not automatically change anything on the ticket, but are used by us when initially reviewing the ticket information.
7) If you are entering a Key date, please use the calendar to select when that date is.
8). We currently only accept three types of Key date, they are show above.
9). If you are asking us about a case that you have created on PETRA or CASEBOOK, please record the AIC codes you have used in those systems to help us. The 2nd & 3rd menus will appear when you select the primary code
10). If you know the AIC number or name, you can type it in and the code will auto select, you will need still need to click on it to fully select it.
11). It will also be useful for us to known which case it is you are asking about. Although we can not see the case on that system, we may want to use this data in the future to help us improve our services.
12). Please fill in the Enquiry / Description box wit all the details you are asking us about. You are also able to attach any relevant attachments by clicking + Attach a file. However please note that the total limit of attachments is 15mb and we can only read the following formats of file .doc, .docx, .pdf, .xls, .xlsx, .jpg, .gif, .png. Once you have completed the Enquiry box you can submit your request by clicking Submit.
13). You will be taken back to the portal where you will be able to see your request. You can also add any further information about this request here too. When you submitted a request, an email will also have been generated to notify you. Please note, emails are for notification purposes only, we do not publish any information about the enquiry in email correspondence for security reasons.
15) IMPORTANT - Before we can progress your request we need to validate where you are contacting us from. As per the email you will have received (see above) please reply and let us know which organisation you work for and the postcode, so we can start to progress your request.
If you have any issues or question regard anything in this guide, please contact us at support@citizensadvice.org.uk
Thank you