How to Submit a Support Ticket Through the SimV Support Portal

Purpose / Introduction

This article explains how to submit an IT support ticket through the SimVentions Support Portal. Users can create support requests, receive knowledge article recommendations, upload attachments, and track ticket progress through the portal.

Important: 
If you have an immediate or urgent IT issue, contact the IT Help Desk directly at 540-479-8823.

Target Audience

All Employees

Process Overview

The SimV Support Portal allows users to submit support requests directly to the IT team. During ticket creation, the system automatically suggests knowledge articles that may resolve the issue without requiring a support ticket. If additional assistance is needed, users can submit the request along with detailed descriptions and attachments.

Prerequisites

• Zendesk Account

Step-by-Step Instructions

If you have immediate or urgent IT needs, please call 540-479-8823

1. Open a browser and navigate to https://support.simventions.com  
2. In the upper right corner, select Sign In
3. Log in with your SimV domain credentials and DUO MFA
4. Select the Submit a request button located in the upper right corner, or the Submit a request button located at the bottom of the page

5. Start the ticket submission process by choosing the appropriate category

   

6. Next, enter a brief subject/title for your inquiry
   • As you start typing in a subject, suggested articles will become available that might help with your issue 
      
   • Select the appropriate article to view
   • The link will take you to the applicable knowledge article
7. If the links are not applicable, enter a description for your inquiry. Be descriptive, the more information you can provide the better
8. Add any applicable attachments
   • Drag and drop or upload

9. When ready to submit, click the Submit button

   

10. Upon submission, you will receive a confirmation screen with some suggested articles that may solve your issue
11. Selecting an article will open a new tab
12. If the article solves your issue, you can close the ticket by selecting the appropriate option

Expected Outcome

The support request should be successfully submitted and assigned to the appropriate Support team (IT or Dev support). Users will receive confirmation that the request was created and may receive suggested articles that provide an immediate solution.

Contact Information 
IT Help Desk 
Email: support@simventions.com 
Phone: 540-479-8823

Last Updated 
9/18/2026