Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Poq Service Desk
  1. Poq Service Desk
  2. Customers

Report a problem with your app

If you're unsure how we prioritise tickets please click here.

Required fields are marked with an asterisk*

Ticket prioritisation guide

Drag and drop files, paste screenshots, or browse
Powered by Jira Service Management
{"xsrfToken":"ee106c87ff763fefeda667f7a5a52f2645fa5be6_lout","branding":{"id":"2","key":"cs","name":"Customers","portalBaseUrl":"/servicedesk/customer/portal/2"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/12023d3d-6066-4c87-a71c-706342ac5d64/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiNWI5NDVhZC1kZDVjLTRiNGItYjQ1Zi01ZTljN2M0YWQwOGUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjEyMDIzZDNkLTYwNjYtNGM4Ny1hNzFjLTcwNjM0MmFjNWQ2NCI6WyJyZWFkIl19LCJleHAiOjE3NzU5NDM1MDksIm5iZiI6MTc3NTk0MjkwOX0.zSF3aiaErM5a6VfJ3CjgGwSR2yBje2VOsIt-GiwgwZI&client=b5b945ad-dd5c-4b4b-b45f-5e9c7c4ad08e&mode=fit","logoId":"12023d3d-6066-4c87-a71c-706342ac5d64","isLogoAvailable":true,"helpCenterTitle":"Welcome to Poq's Service Desk","sharedPortalName":"Poq Service Desk","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-GB":{"helpCenterTitle":"Welcome to Poq's Service Desk","sharedPortalName":"Poq Service Desk","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-GB","portalThemeColor":"#1b1857","helpCenterTitleColor":"#1b1857","bannerMediaApiUrl":"https://api.media.atlassian.com/file/f84e005f-6564-4a37-8a95-682cf1273d11/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiNWI5NDVhZC1kZDVjLTRiNGItYjQ1Zi01ZTljN2M0YWQwOGUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmY4NGUwMDVmLTY1NjQtNGEzNy04YTk1LTY4MmNmMTI3M2QxMSI6WyJyZWFkIl19LCJleHAiOjE3NzU5NDM1MDksIm5iZiI6MTc3NTk0MjkwOX0.d0kkIoQLf91SS0i91VVqsUpd3gDtGtWkIbU0ApVrDL8&client=b5b945ad-dd5c-4b4b-b45f-5e9c7c4ad08e&height=300&mode=fit","bannerMediaApiFileId":"f84e005f-6564-4a37-8a95-682cf1273d11","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"2","key":"cs","projectId":14077,"serviceDeskId":2,"name":"Customers","description":"<p>You can raise a request with our Service Desk team for support using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/2","reqTypes":[{"id":"33","name":"Change Request (Chargeable development work via our Solutions team)","descriptionHtml":"","callToAction":"Change Request (Chargeable development work via our Solutions team)","introHtml":"<p>Note: Up to 2 weeks waiting period for an exploratory session to be arranged.</p>","icon":15692,"iconUrl":"https://poqcommerce.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15692","groups":[6],"key":""},{"id":"42","name":"Inform us of key dates for your business","descriptionHtml":"","callToAction":"Inform us of key dates for your business","introHtml":"<p>E.g. Upcoming promotions or scheduled downtime</p>","icon":15514,"iconUrl":"https://poqcommerce.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15514","groups":[6],"key":""},{"id":"32","name":"Raise a query with our Service Desk Team","descriptionHtml":"","callToAction":"Raise a query with our Service Desk Team","introHtml":"<p>E.g. Request access to a system</p>","icon":15500,"iconUrl":"https://poqcommerce.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15500","groups":[6],"key":""},{"id":"31","name":"Report a problem with your app","descriptionHtml":"<p>If you're unsure how we prioritise tickets please <a href=\"https://docs.poqcommerce.com/guides/support/ticket-prioritisation\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">click <b>here</b></a>.</p>","callToAction":"Report a problem with your app","introHtml":"","icon":15505,"iconUrl":"https://poqcommerce.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15505","groups":[6],"key":""},{"id":"37","name":"Request a feature for the product roadmap","descriptionHtml":"","callToAction":"Request a feature for the product roadmap","introHtml":"","icon":15545,"iconUrl":"https://poqcommerce.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15545","groups":[],"key":""}],"reqGroups":[{"id":6,"name":"General"}],"orderMapping":{"6":[209,77,44,31,32,42,33,40,176]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"b53267d0-731e-3d1c-9d6f-5365f5c02bd7","appLinkName":"System Confluence","appLinkUrl":"https://poqcommerce.atlassian.net/wiki","spaceKey":"CS1","spaceName":"Client Support","spaceUrl":"https://poqcommerce.atlassian.net/wiki/spaces/CS1","isServer":false},"labels":[],"projectKey":"CS","serviceDeskId":2,"kbLinkDomainURLs":["https://poqcommerce.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United Kingdom)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiNWI5NDVhZC1kZDVjLTRiNGItYjQ1Zi01ZTljN2M0YWQwOGUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLTc2Njg4MjMwNyI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzU5NDQxMDksIm5iZiI6MTc3NTk0MjkwOSwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.UCbwvyvQxM7_mkY-we4TkKuuQ5ylutQkIQfbMClU2oo","targetCollection":"upload-user-collection-766882307","endpointUrl":"https://api.media.atlassian.com","clientId":"b5b945ad-dd5c-4b4b-b45f-5e9c7c4ad08e","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":31,"projectId":14077,"issueType":{"id":"10999","name":"[System] Incident"},"form":{"name":"Report a problem with your app","descriptionHtml":"<p>If you're unsure how we prioritise tickets please <a href=\"https://docs.poqcommerce.com/guides/support/ticket-prioritisation\" class=\"external-link\" rel=\"nofollow noreferrer\">click <b>here</b></a>.</p>","callToAction":"Report a problem with your app","intro":"","instructions":"<p>If you're unsure how we prioritise tickets please <a href=\"https://docs.poqcommerce.com/guides/support/ticket-prioritisation\" class=\"external-link\" rel=\"nofollow noreferrer\">click <b>here</b></a>.</p>","icon":15505,"iconUrl":"https://poqcommerce.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/15505","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_11663","fieldConfigId":"15178","label":"Assignment group","description":"","descriptionHtml":"","required":true,"displayed":false,"presetValues":["11036"],"values":[{"value":"11036","label":"L1 support","selected":true,"children":[]},{"value":"11093","label":"L2 support","selected":false,"children":[]},{"value":"11037","label":"L2 support. Squad 1","selected":false,"children":[]},{"value":"11064","label":"L2 support. Squad 2","selected":false,"children":[]},{"value":"11065","label":"L2 support. Squad 3","selected":false,"children":[]},{"value":"11155","label":"Product","selected":false,"children":[]},{"value":"12839","label":"DevOps","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_11632","fieldConfigId":"15147","label":"Impact","description":"[Ticket prioritisation guide|https://docs.poqcommerce.com/support/ticket-prioritisation/]","descriptionHtml":"<p><a href=\"https://docs.poqcommerce.com/support/ticket-prioritisation/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Ticket prioritisation guide</a></p>","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10881","label":"P1 - Critical","selected":false,"children":[]},{"value":"10882","label":"P2 - High","selected":false,"children":[]},{"value":"10883","label":"P3 - Medium","selected":false,"children":[]},{"value":"10884","label":"P4 - Low","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/2/create/31","requestValidateBaseUrl":"/servicedesk/customer/portal/2/validate/31","calendarParams":{"firstDay":1,"date":"2026-04-11T22:28:29+0100","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"b53267d0-731e-3d1c-9d6f-5365f5c02bd7","appLinkName":"System Confluence","appLinkUrl":"https://poqcommerce.atlassian.net/wiki","spaceKey":"CS1","spaceName":"Client Support","spaceUrl":"https://poqcommerce.atlassian.net/wiki/spaces/CS1","isServer":false},"labels":["client","clients"],"projectKey":"CS","serviceDeskId":2,"kbLinkDomainURLs":["https://poqcommerce.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiNWI5NDVhZC1kZDVjLTRiNGItYjQ1Zi01ZTljN2M0YWQwOGUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLTc2Njg4MjMwNyI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzU5NDQxMDksIm5iZiI6MTc3NTk0MjkwOSwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.UCbwvyvQxM7_mkY-we4TkKuuQ5ylutQkIQfbMClU2oo","targetCollection":"upload-user-collection-766882307","endpointUrl":"https://api.media.atlassian.com","clientId":"b5b945ad-dd5c-4b4b-b45f-5e9c7c4ad08e","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=poqcommerce","contactLink":"/secure/ContactAdministrators!default.jspa","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"ee106c87ff763fefeda667f7a5a52f2645fa5be6_lout","baseUrl":"https://poqcommerce.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://poqcommerce.atlassian.net","onDemand":true,"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"b5b945ad-dd5c-4b4b-b45f-5e9c7c4ad08e","fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"9f1dfd2cc082406ca747af1f2fccc00d","siteDefaultLanguageTag":"en-GB","featuredValues":{"multiHelpCenterEnabled":true,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":true,"helpCenterCustomizationEnabled":true},"helpCenterHomePageSlug":"portals","customerAccountAvailabilty":"JSM_AND_JCS","baseUrlCSM":"https://poqcommerce.atlassian.net","edition":"premium","anonymousEnabled":true,"requestIntroEnabled":true}