There are two types of support tickets:

Incidents, are reserved primarily for problems and issues managed by facilities, housing, and technology.

Requests, also known as Service Items, are reserved primarily for checkout, purchase, reimbursement, event, and business requests.

Both may be opened by first logging into YISS Support at https://support.yisseoul.org. For help logging in, see How to Login to YISS Support.

Quick Tips

  • Submit one ticket per issue. Do not group multiple issues into a single ticket if the categories are different. Different agents may be assigned to different types of issues within the same department and combined tickets may slow down issue resolution.
  • Do not create duplicate tickets. You can add notes to a ticket at any time and the agent assigned will receive a notification. Creating a duplicate ticket only slows down the ability to prioritize, organize and resolve issues.
  • Wait for survey. If an issue is marked as resolved and you agree, please do not reply as this will re-open the ticket. A satisfaction survey may follow within 48 hours to collect any feedback, good or bad.

Incidents

  1. Select New Incident.

    Top menu bar on the far right side next to your name.

  2. Enter a Subject.
    • DO use 4-7 words to provide a helpful summary to quickly understand what the issue is about, e.g. Teacher Desk Chair Broken, AC Will Not Turn On, Replace Lost ID Badge.
    • DO NOT start the ticket with "Please...", "I need help...", "Requesting...", etc. as these words do not describe the issue and are unnecessary.
    • DO NOT include your name in the subject as it will be associated automatically.
  3. View Related Articles for a Self-Service Solution.

    There are 100+ documented solutions available. As you complete the ticket, articles will appear in the right side of the screen - one may have the answer you’re looking for.

  4. Select a Category and Sub-Categories.

    Proper selection of categories gives the system data to automatically route your ticket to the appropriate department for a faster response.

  5. Enter a Description.

    Provide as much information as possible to help us troubleshoot the issue. Any time an agent requires more information slows down the resolution time.

  6. Attach a File. (Optional)

    Photos, screenshots and screencasts are helpful in resolving all types of issues. Include any attachments to help resolve your issue.

  7. Click Submit to submit ticket.

    If no solutions exist for your issue, click Submit. You are all set and you may return at any time to submit additional notes for an existing ticket.

Requests

  1. Select New Request.
  2. Select a Service Category or Search for a Service Item.
  3. Click on a Service Item to Request.


  4. Complete the Form.

    Fill in any required and optional fields if applicable. The more information provided, the faster the request may be serviced. Each request is subject to different procedures and may require approval.

  5. Attach Files. (Optional)

    6. Specific request items may require attachments to complete. Attach files now if necessary to help speed up the processing.

  6. Click Place Request to submit the request.


You will receive an email confirmation that your ticket or request has been entered. Response times vary upon priority and workload of the assigned department. Follow up with open tickets and requests as appropriate to check on status, and close tickets that are no longer an issue or otherwise resolved.