| How-To |  |
Operations Knowledge Base
How to Submit a Request (Portal or Chatbot)
Freshdesk Knowledge Base Articles
| KB ID: KB-001 | Last update: Sep-26 | Reading time: 6 min | Audience: All staff |
SUMMARYThe Australian BioCommons Freshdesk Service Portal is the central location for submitting requests, tracking support tickets, accessing knowledge articles, and communicating with the Operations team. This article explains how to access the portal for the first time and what you can do once you have logged in. |
Roles and Responsibilities
Users provide accurate information and respond to requests for additional information. The Operations Team reviews, processes and updates the request.
Service Standards
An automatic acknowledgement is sent immediately. Processing times depend on request type and priority.
When to use this articleUse this article whenever you need to access the BioCommons support portal to request assistance or check an existing request. |
Step-by-Step Instructions
Procedure
- Open the Australian BioCommons Service Portal using the web link provided by the Operations team or available on the Australian BioCommons intranet.
- If prompted, sign in using your organisational email address. If Single Sign-On (SSO) has been enabled for your organisation, you will be redirected to your organisation's authentication page.
- Complete any required authentication steps.
- After signing in successfully, you will be taken to the Australian BioCommons Freshdesk Portal homepage.
(PLACEHOLDER SCREENSHOTS)
What you can do in the Portal
- Submit new service requests.
- Track the progress of your existing tickets.
- Read updates and communicate with the Operations team.
- Browse the Knowledge Base for self-service guidance.
- Use the AI chatbot to find answers or start a request.
Expected OutcomeOnce logged in, you have secure access to all support services available to your account. The task is completed successfully and recorded in Freshdesk. |
Frequently Asked Questions
Q: Can I use my personal email?
A: No. Use your approved organisational account.
Q: Can I access the portal remotely?
A: Yes, provided you can authenticate successfully.
Troubleshooting
|
Related Articles
- How to Access the Freshdesk Portal
- How to Submit a Request
- How to Track Your Request
| Need Help? Chat with our bot or email operations@biocommons.org.au |
Revision History
| Version | Date | Author | Comments |
| 1.0 | Sep 2026 | Operations Team | Initial Draft |
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