HOW TO CREATE A SUPPORT TICKET

Important

The search field in the Help Center is:

  1. NOT for looking up conferences
  2. NOT for looking up people
  3. NOT for searching for specific papers

It is for looking up guides to questions about using CMT

OVERVIEW

This shows how to create a support ticket to get your CMT questions/issues answered and resolved.

HELP CENTER

  • Click 'Help Center' in the blue bar atop your console

Create Support Ticket

CONFERENCE-SPECIFIC QUESTIONS

Important

For any user other than a Chair or Track Chair, it is important to contact your Chairs first. Do not create a support ticket if you have a conference-specific issue that can be answered and resolved by the Chairs. CMT Support does not administer conferences, only the Chairs administer the conference.

Create Support Ticket

SEARCH THE HELP CENTER

  • In the field that says, 'Describe your issue,' enter the matter in question

Create Support Ticket

In this example we will search for how to change the CMT email address.

  • Once you start typing, a few suggestions may appear. Click on the link that appears as you type.
Important

1. Only click on the suggested links, as these are the top matching results.
Do not press enter or click the magnifying glass icon or you may have many unwanted results to sort through.

2. If you do not like your search results try different phrasing.
For example, if you lost access to your work email and cannot get into CMT, do not search for 'Cannot reset password.'
Instead, search for 'Lost email access' or 'Changed job and lost email' - you will get the results you need.

Create Support Ticket

The search results appear.

  • Click the link to the guide

Create Support Ticket

After reading the guide, you may find there is no answer for your specific issue.

  • Click 'Create Support Request'

Create Support Ticket

CREATE SUPPORT REQUEST PAGE

At the top of the 'Create Support Request' page there is another alert to please read all the help documents pertaining to your issue before submitting a support ticket:

'For conference-specific questions, such as inquiring about the status of a paper, issues with submitting or editing a paper after the deadline, or conflicts, please contact the chairs directly. CMT support is limited by its resources, we request that you read the help documents before creating support request.'

Create Support Ticket

  • If a support ticket is necessary, please fill out all the fields:

~ Short summary of your issue
~ Explain the problem you're facing and what you've tried
~ Category (choose from the dropdown menu)
~ Conference (pre-populated)
~ Role (pre-populated)

Create Support Ticket

  • Upload any file(s) that can show or explain in better detail your issue. This can include screenshots of any error you may receive.

  • Click 'Next'

Create Support Ticket

CONFIRM AND CREATE

Note

If you feel the need to edit the description, it can be done here by clicking the pencil icon in the 'Your issue' section. It must be done before you create the ticket.

  • Enter the captcha characters
  • Click 'Create support request'

Create Support Ticket

ADDITIONAL MESSAGE

  • If there is any more information to be given about your issue, enter it here in the 'Message' field. In this example, the author enters the email to which the CMT account should be changed.

  • Click 'Post'

Create Support Ticket

SUPPORT TICKET

This shows the request or ticket number (124), as well as all the other information entered beforehand.

  • Click 'Support Requests'

Create Support Ticket

SUPPORT REQUESTS PAGE

This is where all (both open and closed) of the support requests you filed will be.

Create Support Ticket

ADD TO OPEN TICKET

  • Go to the Help Center and click 'Support Requests'
  • Click the ticket number link

Create Support Ticket

  • Enter the new message in the message field
  • Click 'Post'

Create Support Ticket

CMT will receive the message and, in this case, close the ticket.

Note

Only CMT Support can close a ticket.