Frequently Asked Question
The FITERA Systems Support Portal — https://support.fiterasystems.com – is an online helpdesk platform for submitting IT requests, reporting issues, sending inquiries, and tracking their status.
It ensures all IT-related concerns are properly logged, monitored, and resolved.
This guide provides step-by-step instructions for end-users on how to access, create, and track support tickets using the FSI IT Help Desk website:
Step 1: Accessing the Portal
Open your web browser (Google Chrome, Edge, Firefox, Safari, etc.)
Enter the helpdesk URL: https://support.fiterasystems.com
You’ll see the main page with the following options:
Knowledge Base
Open a New Ticket
Check Ticket Status
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Step 2: Sign In
Enter your pre-registered email address or username and password.
Your account will be created and provided by the FSI-IT Department.
Click Sign In to access your dashboard.
If this is your first time contacting IT or you don’t yet have an account, click “open a new ticket” to submit your request directly.
Note:
For any account related issue, please contact IT Support team:
EMAIL: tech@fiterasystems.com
Tips for a Smooth Login
Always use your official company email address.
Avoid using shared or personal accounts to ensure ticket traceability.
If you experience repeated login errors, contact the FSI-IT Department for assistance.
Step 3: Creating / Opening or Submitting a New Ticket
After signing (Account Required) in, follow these steps to report an issue or make an IT request:
From the top menu, click “Open a New Ticket.”
Your registered email address and name will automatically appear on the form.
You will then be asked to fill in additional details such as:
Hardware/Software Details: Choose or Fill-in details of your concern
Ticket Details: Provide details of your issue or request
Note: Choose the most relevant Help Topic for your concern from the dropdown list.
Step 4: Choosing “Help Topic”
Category | Type |
Hardware – Setup Hardware – Repair Hardware – Loan Hardware – Inquiry |
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Software – Setup Software – Install/Uninstall Software – Repair Software – Inquiry |
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Network – Setup Network – Repair Network – Inquiry |
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Email - Setup Email - Repair Email - Inquiry |
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For hardware-related concerns, select the appropriate Type (e.g., Desktop, Laptop, Printer, etc.) and provide a brief description of the issue. Example: ‘Desktop stuck on booting operating system.’
For network-related issues or concern, select ‘Network - Internet’ or ‘Network - WiFi’. Provide a summary and detailed description of the issue, such as ‘Unable to connect to the office network’ or ‘Slow internet speed’.
Foremail/account issues, select ‘Email’ and describe your issue clearly. Example: ‘Unable to send or receive emails.’
Add a detailed description and click “Create Ticket.”
Once submitted, the system generates a Ticket ID (e.g., #123456) — keep this number for future reference.
Tips on how to Categorize
Don’t worry — if you’re not sure which category your concern belongs to:
Pick the option that seems closest to your issue (for example, Computer Issue, Email Problem, or Access Request).
You may also contact the IT Department for help
Step 5: Ticket Creation and information
After filling in the required details, you will receive a confirmation message and your ticket will be assigned a unique ticket number. You can post replies, add updates, or attach files to help the IT support team diagnose your issue.
You can check the progress of your ticket anytime. If IT replies with follow-up questions, you will:
Receive an email notification, or
See updates under Ticket Thread when you check the ticket.
To respond:
Type your reply in the message box.
Add attachments if needed.
Click “Post Reply.”
Step 6: Sample Email Notification
(Example of the automatic email received after submitting a ticket)
After submitting your ticket, you will receive an email notification from FSI IT Support (itsupport@fiterasystems.com) confirming that your ticket has been created.
The email includes:
Ticket Number / ID: A unique reference (e.g., #000018) used to track your request.
Summary of Details: Your name, email address, department, status (Open), and help topic.
Tracking Link: A direct link to view or reply to your ticket through the support portal.
Important Reminders
Do not reply directly to the email. Instead, click the provided link to open the ticket thread on the portal.
Use this email as your reference when following up or contacting IT.
You can also view your ticket’s progress online anytime by clicking the link in the message or signing in to https://support.fiterasystems.com.
IT Support will update your ticket as soon as there is progress or when additional information is needed.
Step 7: Ticket Acknowledgement
Once the ticket is created, the IT Help Desk system automatically acknowledges receipt of your request. This ensures that your concern is properly logged and queued for review by the IT Support Team.
Note:
Tickets will automatically close after 3 days if there will be no response or update after resolution.
End of Guide
This concludes the basic steps for submitting a ticket via the FSI IT Help Desk. For further assistance, contact your IT Team or visit the Knowledgebase section within this portal.