Opening and Tracking Support Tickets
Learn how to open a support ticket in My HR Portal, reply in the thread, and filter your company's requests.
Support tickets are how you ask the Humareso team for help through My HR Portal. Each ticket keeps your question and the team's responses together in one ongoing conversation, so nothing gets lost in email.
This guide shows you how to open a ticket, what happens once you send it, how to reply, and how to find the requests you care about.
Opening a Ticket
When you need help, open a new ticket from the Support Tickets area. You will provide a short subject, optional details, and a priority.
- Go to the Support Tickets section of the portal.
- Start a new ticket.
- Enter a subject that summarizes your request.
- Add details if you want to explain further. This is optional.
- Choose a priority: Low, Medium, or High.
- Submit the ticket.
After you submit, the portal confirms with the message Ticket opened. Your request has been sent to Humareso. That tells you the request is on its way.
What Happens on the Humareso Side
When you open a ticket, it lands in Humareso's HR Support workflow and is associated with your company. The HR team picks it up from there and works your request.
As the team responds, their replies thread back to you inside the ticket. You will see the messages Humareso staff send to you. Some internal team notes stay internal and are not shown to you; this is normal and keeps the conversation you see focused on your request.
Replying in the Thread
Each ticket has its own detail view that shows the full conversation. To continue the discussion, open the ticket and add your reply.
- Open the ticket you want to continue.
- Read the conversation thread to see the latest messages.
- Add your reply in the thread.
Keeping the back and forth inside the ticket means the whole history stays in one place, which makes it easier for everyone to follow.
Filtering Your Tickets
Your company's tickets are all visible in the Support Tickets area, and everyone at your company sees the same list. To narrow things down, use the filter to switch between:
- All tickets.
- Open tickets that are still being worked.
- Closed tickets that are resolved.
Filtering helps you focus on active work without scrolling past requests that are already done.
Who can see the tickets I open?
Tickets are scoped to your company, so your colleagues at the company can see them too. This shared view means anyone on your team can follow a request even if they did not open it.
What priority should I choose?
Pick the priority that matches how time-sensitive your request is. Use Low for routine questions, Medium for standard requests, and High when something is urgent. The priority helps the Humareso team understand how to sequence their work.
Can I keep talking to the team after I open a ticket?
Yes. Open the ticket and add a reply in the thread anytime. The conversation stays open for back and forth until the request is resolved.