---
title: "User guide for Spacewell ticketing portal (EN)"
canonical: "https://knowledgebase.spacewell.com/space/EXT/4687724554/User%20guide%20for%20Spacewell%20ticketing%20portal%20(EN)"
format: markdown
---
> Macro (toc)

  
Since early 2026, Spacewell has been implementing a new ticketing system for all support departments. Gradually, all products have now been migrated to the new system. This system helps us track, prioritize, and resolve requests more efficiently and transparently.

## Instructions

**Step-by-step guide to create a ticket.**  


### 1. Navigate to the Support Help center: [portal](https://support.spacewell.com/)

You can see multiple options for support, click** ‘Submit a ticket’.**

![image-20260609-140152.png](media://5166e2a0-1a31-4593-85c8-ae2ecad9d905)

### 2. Choose the product

On this page, you can select the product you are experiencing an issue with or have a question about: Asset (Axxerion), Maintenance (O-Prognose), Energy, or Workplace.  
For Asset and Workplace, a login is required to submit a ticket**.

![image-20260526-071838.png](media://82fc8452-c47b-4521-92a1-cb6b06954ba4)


In this example we will rais a ticket for a bug in Asset, but the following steps are general for any ticket. 

### 3. Click on ‘Asset’and choose ‘Bug’

**NOTE: **RFCs are still submitted and managed in the AFS customer portal. By clicking 'RFC > AFS portal', you will be redirected to the login page of the AFS portal.  
Only the original key users can log in here. The new key users only have their own user account in our new system.

![image-20260604-150207.png](media://75457be7-8bc4-46f3-9b2f-de6c92ce4013)


### 4. Fill in the form

On the displayed form, we would like to receive as much information as possible so we can help you as best as possible. Some fields are mandatory, such as Company name, Subject, Description, Expected Result, Actual Result, and Reproducible Steps.  


![image-20260604-151804.png](media://787a144b-41ab-4bf8-b3be-d8d8cf83b818)

### 5. Submit the ticket 

After filling in all the fields, the ticket can be submitted by clicking '**Submit**' at the bottom of the screen.

###   
Demo video on how to create a ticket

You can watch the attached video for a live walkthrough of how to create a ticket in Zendesk.

![zendesk user guide video for ticket creation.mp4](media://1ad430a0-b7a1-41d1-8b73-7bd0ba7e7126)

  


**Key users have already received login invitations. If you would like login credentials, please discuss this with your current key user, who can request this for you. A maximum of 3 key users per organization are issued.