Audience: Clients, Customer Support, AI Agents
Last Updated: July 8, 2026
This article explains how Help Desk tickets are processed and when they are converted into Service Requests within the Crisis JK Solutions Client Portal.
When a client submits a Help Desk ticket, it is initially treated as a support request. If the issue requires active assistance, case management, or one of our client services, the ticket may be converted into a Service Request.
A Service Request allows Crisis JK Solutions to begin managing the client's case through the Client Portal and internal workflows.
Important: Not every Help Desk ticket is converted into a Service Request.
A Service Request is an active case created for clients who require one or more Crisis JK Solutions services.
Examples include:
Utility Assistance
Electricity Setup
Eviction Appeal Assistance
Property Locator Services
Relocation Assistance
Financial Hardship Assistance
Document Review
Other approved client support services
Once a ticket becomes a Service Request, it enters the appropriate workflow for review, document collection, and case management.
The client submits a Help Desk ticket.
A team member or AI reviews the request.
If additional services are needed, the ticket is evaluated for eligibility.
If approved, the Help Desk ticket is converted into a Service Request.
The client may be invited to access the Client Portal if portal access is required.
Staff begin processing the request according to the applicable service procedures.
A Help Desk ticket may remain as a support request if it is related to:
General questions
Website assistance
Password or login issues
Billing questions
Appointment scheduling
General information requests
Issues that do not require case management
These requests are typically resolved through the Help Desk without creating a Service Request.
Once your request has been converted, you may be able to:
Track the progress of your case
Upload required documents securely
Receive updates from staff
Complete additional forms
View service-specific information
Communicate with your assigned support team
Access other Client Portal features, when applicable
Q: Does every Help Desk ticket become a Service Request?
A: No. Only requests that require active services or case management are converted.
Q: Will I be notified if my ticket is converted?
A: Yes. If your request moves into the service process, you may receive updates or instructions, including Client Portal access if needed.
Q: Does converting my ticket guarantee approval for assistance?
A: No. A Service Request begins the review and case management process. Eligibility, documentation, and program requirements must still be satisfied before services are approved.
Explain that Help Desk tickets are the starting point for support.
Inform clients that qualifying tickets may be converted into Service Requests after review.
Do not state or imply that conversion guarantees approval or funding.
If a client asks about the status of a converted request, direct them to check their Client Portal (if available) or respond to their existing Help Desk ticket.
Avoid creating duplicate Service Requests for the same issue unless directed by staff.
Staff should convert Help Desk tickets into Service Requests only after determining that the client requires active services. During conversion, ensure the correct service category, priority level, and assigned team are selected. If Client Portal access is required, initiate the portal invitation as part of the onboarding process.
Submitting a Help Desk Ticket Does Not Automatically Create a Client Portal Account
Client Portal Access Guide
Client Qualification Process
Application Review Process
Document Upload Guidelines