Raising a request
Send a request from the portal, with or without signing in, and what you get back.
- Press New request, Raise a request or a tile on the home page. You see the services your support team offers.
- Pick the one that fits. A short form opens.
- Fill in Summary: a short line saying what you need.
- Answer the questions. Required ones have a red star. Some questions appear only after you give a certain answer to an earlier one.
- Add screenshots or files with Attach files if they help: up to 10 files, 3 MB each and 10 MB in total. Images, PDFs, text and CSV files, ZIP files, and Word, Excel and PowerPoint documents all work.
- Press Send request.
1/5Under New request, pick the tile that fits.
- Under New request, pick the tile that fits.
- Write a short Summary of what you need.
- Answer the questions. Choosing Laptop brings up the Laptop model question.
- Attach files if they help, then press Send request.
- The portal thanks you and shows the ticket number. The request is now under Your requests.
If something is missing, the form tells you next to the question.
What you get back
The portal first says "Thanks. Your request is on its way." A few seconds later it usually shows your ticket number, such as HD-2026-00123. Use that number when you talk to your support team. If no number appears, the request still arrived: it shows under Your requests with its number within moments.
If your support team has switched it on, you also get a ticket received email with the number, often with a View your ticket button.
Raising a request without signing in
Some support teams let anyone raise a request without signing in. Their portal then has a Raise a request page:
- Choose What is it about?
- Fill in Your name, Your email, Summary, Details and any questions.
- Press Send request. You see a thank-you with the address the reply will go to.
You cannot attach files this way. If you later sign in to the portal with the same address, the request shows under Your requests.