Navigating and Using the Support Portal

Questions

• How do I submit an IT support request online?
• Where do I go to request IT help?
• How do I check the status of a ticket I submitted?
• How do I find the right service to submit a request?
• Can I save services I use frequently so I don't have to search for them every time?
• How do I share a service request link with a colleague?
• What is the difference between the Service Catalog and the Knowledge Base?

Environment

This article applies to all Bowdoin faculty, staff, and students using the IT Support Portal at support.bowdoin.edu. The portal has two main sections: the Service Catalog, where you submit support requests, and the Knowledge Base, which contains self-service articles and guides. You can use some features without signing in, but signing in with your Bowdoin account gives you access to your full ticket history and enables personalized features.

Resolution

Tap or click a section below to jump directly to it:

Submit a request Check your open requests Manage favorites and share a service

Submit a request

To submit a support request, you need to find the service that matches your issue in the Service Catalog.

1. Go to support.bowdoin.edu. To find the service you need, use one of these methods:

   • Click Submit a Request or the Services menu item to browse the full catalog
   • Use the search bar to search for a topic by keyword — you can search services, the Knowledge Base, or both by clicking the triangle icon next to the globe

2. Services are organized into categories and subcategories. Browse in category view or use the alphabetical list view to find what you need.

   

3. Open the service page and read the description — it will tell you who can make a request, what is covered, and how long resolution typically takes.

4. Click the action button to start your request. The button label varies by service (examples: Request Service, Report an Issue, Get Help). On a computer, action buttons appear on the right side of the page. On a mobile device, they appear at the bottom.

   

5. If prompted, sign in with your Bowdoin account. Signing in lets the system pre-fill your information and links the request to your ticket history.

6. Complete the request form and submit. You will receive an email confirmation when your ticket is created. All follow-up communication will come through that ticket.

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Check your open requests

You can view and respond to your open IT requests at any time through the Support Portal.

1. Go to support.bowdoin.edu and sign in.

2. Click the green My Requests button on the home page, or click Ticket Requests in the menu bar at the top of any Service Catalog page.

   

3. Your open requests are listed. To view requests submitted by others in your department, check the box next to Include requests from my accounts/department.

   

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Manage favorites and share a service

If you submit the same request regularly — for example, requesting toner for a department printer — you can save it as a favorite so you don't have to search for it each time.

Add a service to favorites

1. Find the service you use often and open its page.

2. Click Add to Favorites.

   

3. To access your saved favorites, click My Favorite from the menu bar.

   
   
   

Share a service with a colleague

If a colleague needs to submit the same type of request, you can send them a direct link to the service.

1. Open the service page.
2. Click the Share button to email the link directly to a colleague.

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Additional Help

If you need further assistance, you have several options:

• Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
• Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
• In person: Visit the Tech Hub in Smith Union during business hours.
• Submit a ticket: Request assistance through the Service Catalog.