Knowledge Base and Ticket System

Knowledge Base and Ticket System


In this video, we will explore the knowledge base and ticket system. With this system, you will be able to submit an IT or DEL Portal ticket, as well as view our self-help video library—all in one place.

To get started, we will access the ELC Tech Blog from our CyberArk portal.


This will open the knowledge base, where you can find all the videos that were previously included in our IT blog and newsletters.

You can search by key words to find what you are looking for.  For example "BOX SIGN" or "Foxit". 

On the right-hand side, you'll also find a clickable menu with the same categories.

Our new ticket system is located in the tab on the right called "My Area." Here, you can see any tickets you've submitted, along with their current status.


There are two ways to add a ticket: you can either click on the ticket link in the text or select the plus symbol in the top menu to create a new ticket.

Let's go through the process of submitting a ticket together. First, I’ll select who the ticket is for, choosing between an IT ticket or a DEL Portal ticket. Next, I’ll choose the category that best fits my issue. Let's say it's a software issue. Then, I’ll select the subcategory, which in this case is Foxit Cloud.

Now, I’ll type in a descriptive subject for the ticket. After that, I’ll describe the issue in detail, providing as much information and supporting evidence as possible. For example, I’ll mention which browser I’m using and attach a screen capture so that our tech team has a clear understanding of the issue.

After submitting the ticket, I can view it under "My Area." If I click on it, I can see the current status of the ticket and edit it if necessary. If I no longer need assistance, I can even close the ticket myself.

And that’s all there is to it!