Salesforce Case Management system

Middle Georgia State University is transitioning to a new help desk ticketing system using Salesforce Case Management. We believe this new system will improve our response time and your experience. During this transition, we will keep both ticket systems active to ensure you receive the assistance needed. If you encounter any issues with the new systems, please submit your request using the old system links in item 4. Also, let us know of your difficulty with the new system.

Instructions for using the new Salesforce Case Management system:

  1. Student will submit your request through the MyMGA Student Success Portal.
  2. Faculty or staff will submit your request thought the MyMGA Success Portal.
  3. You will login to the MyMGA portal through Single Sign On (SSO) using your MGA email credentials and password.
  4. Once in the portal, navigate to the Ask a Question area on the portal. If you do not find a Knowledge Article that addresses your issue, please click on the “Submit a Case” button at the bottom of the page.
  5. In the Case Area, select an office to receive your information.
    1. Enterprise Information Systems focus on application related issues such as Salesforce, Banner, and SWORDS.
    2. Technology Help Desk handles issues such as password resets, physical equipment, and general technology.
  6. Reason for Case and Case Reason Subcategory are optional.  However, the additional information your provide will help us quickly route your request to our team member best capable of resolving your issue.
  7. In the Subject area provide a short summary of the issue you are encountering.
  8. In the Description area, provide as much detail as possible to help us best understand your issue.
  9. Feel free to upload a screenshot of any error messages you may receive.  Please be careful not to include any sensitive information in your screenshot.  
  10. Click Submit to send your information to our teams.

Reviewing your Case:

  1. From the home screen, navigate to the My Cases area. This section of the portal will be organized into open and closed cases.
  2. To view your case, click on the case number.   The case will Include a Status indicator and additional information about your issue.
  3. If the team member working on your case requires additional information, they will reassign the case to you.  If this occurs, you will receive an email indicating the case has been reassigned. 
    1. If Reassigned, you will find additional information in a comment.  You can submit your response by adding a comment and clicking the notify button.
  4. When the case is closed, you will be notified, and you will find the case information in the Closed cases section.