Libera, Inc

A downloadable version of the User Guide is available at the bottom of guide.

Overview

Hello and welcome to the Libera Service Desk Portal User Guide. This guide will go through the basics of submitting a ticket through the Libera Service Desk Portal, reviewing your existing tickets, and exporting your ticket list.

User Registration

To register, select the link from the Libera, Inc user activation email you received. This opens your browser to the Libera, Inc Activate Your Account page.

The Libera, Inc Activate Your Account screen.

Your name populates the Full name field. Fill in the Enter Password and Retype Password fields. Passwords should be at least eight characters and not contain the username. Next, select the ACTIVATE AND LOG IN button. This loads the Libera Service Desk home page.

Editing Your Profile

Select the Edit profile link to open the Manage your profile screen. This is where you go to update your contact information, time zone, and password.

Profile Screen

It's important that your contact information is correct. Libera uses this information to contact you regarding your tickets. 

Changing Your Password

In the Profile screen, go to the Change Password section. Depending on the size of your device screen it could be on the right side or at the bottom of the window. Complete the fields in the section, then select the CHANGE PASSWORD button. You're automatically logged out of the Libera Service Desk Portal. You can log in again with your new password.

Home Page

You can add a new ticket and check the status of a ticket from the Home Page. Additionally you can view a list of your tickets, edit your profile, and access the Knowledge Base.

The Home Page.

Adding a New Ticket

Add a new ticket via the New Support Ticket link on the Home screen.

New Support Ticket link circled in the Home screen.

Selecting the link opens the Submit a ticket screen. Complete all required fields (marked with a red asterisk). Then select the SUBMIT button. The screen refreshes to display a summary of the ticket just added. A ticket confirmation email is sent to you at the same time.

Ticket screen.

Best Practices

• ID# (Client, Contract, etc.) field - Provide a unique way of identifying the client/case/contract without providing personal identifying information such as full name, SSN, DOB, etc. 
  • Name - use the first three letters of the last and first name, like so: las_fir
  • SSN - use the last four numbers of the SSN, like so: 1234
  • Provide the WIOA ID #
  • Provide the Client # from the system, if available. It's often in Data Tree of your client list or in the Search Results of the Client Validation Dialog.
• Provide as much detail as possible. For example the form title, the field or fields in question, any messages presented by the system.
• Please avoid Agency commonly used form/field abbreviations; spell everything out exactly as it's displayed in the system.

Checking Ticket Status

Check on the status of your tickets via the Check Ticket Status link on the Home screen.

Check Ticket Status link circled in the Home screen.

Selecting the link opens your ticket list. It displays tickets you created and tickets you have access to for your Agency. By default tickets in Open or Pending status are displayed, sorted by Date Created. The tickets you have access to is dependent upon your access level in the portal.

You can change the status filter, the sort order, and which tickets to view based on who created them. You can also export the ticket list.

Ticket list screen.

To change the Status Filter, Sort Order, or Tickets created by, select the option to display the available options. The list changes upon selection of a new option.

Viewing Tickets

Selecting a ticket in the Ticket List opens the ticket summary. This displays the information originally entered in the ticket as well as any responses from the Customer Success Analyst and you (or the user). 

Ticket Summary screen.