Open a new support ticket

Summary: Sign in with a verified client account, choose the closest public help topic, and submit one complete request for the issue.

Complete the production ticket form

1. Sign in, select Create Service Request, and confirm the correct requester, company, and site when those values are shown.
2. Choose the closest help topic. The topic helps DSE display the right fields and route the request.
3. Write a short subject that describes the symptom, affected system, or requested decision.
4. Describe what happened, when it started, who or what is affected, whether a workaround exists, and what safe checks were already completed.
5. Attach only relevant, redacted evidence and wait until each filename appears in the form.
6. Review the form once, submit once, and wait for the confirmation page and email.

Verify that submission succeeded

• Record the DSE ticket number and keep the confirmation email.
• Open My Requests or use Check Request Status to confirm the ticket exists before submitting again.
• Reply on the same ticket when additional facts become available.
• If no confirmation arrives, check spam and quarantine, then email helpdesk@detection-systems.com with the time and subject of the attempted submission.

Before opening the form

• Confirm this is a new issue rather than an update to an existing ticket.
• Sign in or create and verify a client account. Production is configured to require client access for portal ticket creation.
• Collect the company, site, callback contact, affected system, start time, business impact, and useful evidence.

Complete the request

1. Choose the closest available help topic: Customer Helpdesk, Application Issue, Network Issue, Workstation Issue, Login Issues, or Feedback.
2. Write a specific subject that identifies the site and symptom rather than a generic subject such as Help or Broken.
3. Describe what should happen, what actually happens, when it began, who or what is affected, and what has already been tried.
4. State the business impact in plain language and attach safe evidence when it will shorten diagnosis.
5. Review the requester and site context, then select Create Ticket once.

After submission

• Wait for the confirmation page and ticket number.
• Keep the confirmation email and reply in the same ticket conversation.
• If no confirmation appears, check My Requests before submitting again.
• Add new information to the original request instead of opening duplicates.

Related resources

• Open a service request
• Full illustrated ticket guide

Content owner: DSE Service Operations · Production review: July 11, 2026