How to Create and Manage Support Tickets in OnePlan

Direct Answer: How to Create and Manage Support Tickets in OnePlan

To create a support ticket with OnePlan, sign in to the OnePlan Support Portal at support.oneplan.ai, select Submit a request in the upper-right corner, choose New Support Request from the Please choose your issue below list, choose the Product, enter a Subject and Description, and select Submit. You can also open a ticket by emailing support@oneplan.ai with a clear description of the request. To track your tickets, select your name in the upper-right corner of the Support Portal and choose Requests, where you can view each ticket’s status, add comments, and reply to the support team.

What This Article Covers: Support Tickets in OnePlan

This article explains how to sign in to the OnePlan Support Portal, submit a new support ticket through the portal or by email, and view, update, and follow up on your existing tickets. It also explains the request types and ticket states you will see along the way.

What you will accomplish By the end of this article, you will be able to create a OnePlan support ticket, choose the right request option, and track your tickets through to resolution.

Before You Begin: Creating Support Tickets

Before you begin, make sure you have:

• A OnePlan Support Portal account. Organizations cannot add Support Portal users themselves — the OnePlan support team adds every account. If you do not have an account yet, see How to Request a New User Account for the OnePlan Support Portal.
• Completed account verification. After the support team adds you, you receive an invitation email prompting you to verify your account and create a password.
• (For issue reports) Details of the issue, such as the affected plan or page, steps to reproduce, the time it occurred, and any error messages or screenshots.

Why This Matters: Support Tickets in OnePlan

Context: Why Use the Support Portal

The OnePlan Support Portal is the central place to request help from the OnePlan support team. Submitting requests as tickets gives every issue a tracked history, a clear status, and a single thread for all communication, so nothing is lost between emails and your team can see progress at a glance.

Context: Request Types in the Support Portal

The Submit a request page in the OnePlan Support Portal describes three Types of Service Requests:

• New Request — Questions about OnePlan or OneConnect, how a feature works, expected product behavior, or help finding the right documentation or support articles. Also use this type to report bugs, errors, unexpected behavior, or issues with integrations and synchronization. The OnePlan support team reviews the request, answers questions, and investigates reported issues.
• Product Request — Ideas or enhancements for OnePlan products. Feature requests are submitted through the Feature Requests space in OnePlan Circle, not as support tickets. For OnePlan Circle access issues, contact oneplancircle@oneplan.ai. See Feature Request Guidelines & Best Practices.
• OnePlan Advantage — Requests covered by an OnePlan Advantage subscription, which are routed to your Technical Account Manager. Services include configuration reviews, Power BI report development, 1:1 coaching and training, support for Power Platform, Project Online, and SharePoint solutions, and help with OneConnect integrations.

Below the descriptions, the Please choose your issue below list contains the form options:

• New Support Request — For a New Request (questions and issue reports).
• New OnePlan Advantage Request — For OnePlan Advantage requests.
• Technical Sales — For technical sales inquiries.

Context: Severity and Ticket States

When you report an issue, you assign a severity from Sev 1 (product unavailable to most users) to Sev 4 (minor or cosmetic). Severity determines the initial response time. As the support team works the ticket, its state moves through stages such as New, Open, Pending, Solved, and Closed. For full definitions and response times, see OnePlan Solutions Technical Support Terms.

Step-by-Step: Creating and Managing Support Tickets in OnePlan

Task: Sign In to the Support Portal

1. Go to the OnePlan Support Portal at https://support.oneplan.ai/hc/en-us.
2. Select Sign in in the upper-right corner.
3. Enter the email address and password for your Support Portal account.

Note: If you have not received your invitation email, check your spam or junk folder before contacting support@oneplan.ai.

Task: Create a Ticket in the Support Portal

Starting from the OnePlan Support Portal while signed in:

1. Select Submit a request in the upper-right corner.

2. Review the Types of Service Requests to confirm a support ticket is the right channel. For feature ideas, select the Feature Requests link to go to OnePlan Circle instead.

3. In the Please choose your issue below list, select the option that matches your need:

   • New Support Request — Questions, bugs, errors, and integration or synchronization issues.
   • New OnePlan Advantage Request — Requests covered by your OnePlan Advantage subscription.
   • Technical Sales — Technical sales inquiries.

4. Complete the request form. Fields marked with a red asterisk (*) are required.
   • CC (optional) — Email addresses of colleagues who should receive updates on the ticket.
   • Product (required) — The OnePlan product the request relates to.
   • Severity (optional) — The impact of the issue. Choose the level that matches your situation:
     • Sev 1 (Urgent) — Product unavailable to all or most users, causing a significant disruption in business operations with no workaround available.
     • Sev 2 (High) — Significant loss of functionality impacting multiple users, with partial or full workarounds available.
     • Sev 3 (Normal) — Not disruptive to operations, impacting one or a small number of users.
     • Sev 4 (Low) — Minor or cosmetic.
   • Subject (required) — A short summary of the request (for example, Timesheet not saving for Finance team).
   • Description (required) — The full details of the request. For issues, include steps to reproduce, the affected plan or page, and any error messages.
   • Attachments (optional) — Select Add file or drag files into the area to attach screenshots, recordings, or other files that help explain the request.
5. Select Submit.

Note: You receive an email confirmation with your ticket number. Replies to that email are added to the same ticket.

Task: Create a Ticket by Email

1. Send an email to support@oneplan.ai from the email address associated with your Support Portal account.
2. Use a clear subject line that summarizes the request.
3. In the body, describe the request in full, including the same details you would enter in the portal form.
4. Attach any screenshots or files that help explain the request.

Note: A ticket is created automatically from your email. You can view and update it in the Support Portal like any other ticket.

Task: View and Update Your Tickets

Starting from the OnePlan Support Portal while signed in:

1. Select your name in the upper-right corner.

2. Choose Requests.

3. On the My requests page, choose a tab:

   • My requests — Tickets you submitted.
   • Requests I’m CC’d on — Tickets where someone added you in the CC field.

4. (Optional) Find a specific ticket by entering a keyword in Search requests, or filter the list with the Status dropdown.

5. Review the list, which shows each ticket’s Subject, Id, Created date, Last activity, and Status.

6. Select a ticket’s subject to open it and view its full conversation history.

7. To respond or add information, enter a comment and select Submit.

Note: If the support team marks your ticket Pending, they are waiting on your reply or confirmation. Respond promptly — pending tickets are marked Solved after 3 days without a response, and solved tickets close after 4 more days.

Frequently Asked Questions: Support Tickets in OnePlan

Q: How do I submit a support ticket to OnePlan? A: In OnePlan, sign in to the Support Portal at support.oneplan.ai, select Submit a request, choose New Support Request from the Please choose your issue below list, complete the Product, Subject, and Description fields, and select Submit. You can also email support@oneplan.ai to create a ticket automatically.

Q: How do I check the status of my OnePlan support ticket? A: In OnePlan, sign in to the Support Portal, select your name in the upper-right corner, and choose Requests. The My requests page lists each ticket’s Id and Status, and you can filter by status, search, or open any ticket to read the full conversation and add a comment.

Q: Can I see tickets submitted by other people in my organization? A: In OnePlan, Support Portal users can be set up to see only their own tickets or all tickets submitted by their organization. To change your access, submit a request to the OnePlan support team.

Q: How do I submit a feature request to OnePlan? A: In OnePlan, feature requests are submitted through the Feature Requests space in OnePlan Circle rather than as support tickets. For access issues with OnePlan Circle, contact oneplancircle@oneplan.ai.

Q: Why was my OnePlan support ticket closed? A: In OnePlan, a ticket in Pending status is marked Solved after 3 days without a customer response, and a Solved ticket is set to Closed after 4 more days without feedback. If the issue continues, submit a new ticket and reference the original ticket number.

What to Do Next: Support Tickets in OnePlan

Get access for your team: - How to Request a New User Account for the OnePlan Support Portal

Learn about OnePlan support policies: - OnePlan Solutions Technical Support Terms - Feature Request Guidelines & Best Practices