Submit a Request Using the Electric User Hub

In this article you will learn how to:

Access the End User Hub

Not sure if you have an account or how to log in? Follow these instructions to create your account.

From the home page, select Open or View a Support Ticket which will open a new window to the Electric Requests Portal. Please note that you may need to log in again using your Electric User Hub credentials.
1. The modules on the home page represent the areas of IT support Electric can assist with; this is based on your company's package. Learn more here.
Select the best option for your request and fill in all required and necessary details to complete your request.
1. The more detailed you can be, the less likely our team will need to follow up for more information, and the faster your request will be processed
Once you’ve filled in all the necessary information, click the Send button. From here, you can expect an email response from Electric's Service Desk.

To view historical tickets, click the Requests button In the upper right-hand corner of your screen.
From here, you can see high-level ticket status and progress details or click on an individual ticket to add additional comments, if necessary.

Chat support is accessible from within the End User Hub and is available 9am - 6pm ET Monday through Friday.

On the main requests page, scroll down and select Chat with support
You can select an already open request to continue or start a new conversation from here.

Target Time to Assign: 10m

Target Time to Resolve: 1h

Starts when the issue is created
Pauses when in statuses:
- “Waiting for Approval” - we are waiting for approval from a designated approvers
- “Waiting for Customer” - we are waiting on a response from the user
- “Waiting for Support” - we are waiting on a response from a partner support team
Stops counting when a resolution is set (“Resolved and Closed)