Frequently Asked Question

Support.PSChi02 uses two separate portals, each designed for a different purpose.

Understanding which portal to use is an important part of learning how our support system works.

Support.PSChi02.com

The User Portal

This is the main portal for students who need help.

Use this portal to:

• Submit new support tickets
• Check the status of your tickets
• Reply to ticket updates
• Read Knowledge Base articles
• Review solutions and responses

Think of this as the student help center.

If you are experiencing an issue with a lab, homework assignment, virtual machine, login problem, or technical challenge, this is where you begin.

Example:
"I need help troubleshooting my virtual machine lab."
→ Submit a ticket here.

Support.PSChi02.com/scp

The Staff Control Panel (Agent Portal)

This portal is for agents and support team members.

Use this portal to:

• View open tickets
• Claim tickets
• Respond to support requests
• Troubleshoot issues
• Escalate tickets when needed
• Close resolved tickets
• Manage workflow and collaboration

Think of this as the help desk workspace.

This is where you actively participate in solving problems and supporting classmates.

Example:
"I want to help solve a classmate’s networking issue."
→ Log in here.

Simple Way to Remember

Need Help?
Use: Support.PSChi02.com

Giving Help?
Use: Support.PSChi02.com/scp

As part of PSChi02, you may use both portals.

You submit and track your own tickets through the User Portal, and you assist classmates through the Staff Control Panel.

This mirrors how professional IT support environments separate the customer experience from the support team workspace.