Jira Service Desk¶

In this article

• Access to the Technical Support System
• Authorization
• Setting Up Two-Factor Authentication
• Creating a Ticket
• Tracking and Viewing Tickets
• Working with an Active Ticket

Jira Service Desk is a professional system for managing requests and tickets. The system allows users to create tickets, track their status, communicate with the support team, and receive notifications about all changes. Jira provides a structured and transparent process for resolving issues between customers and the support team.

Access to the Technical Support System¶

To contact technical support, go to the Server and API Management Panel — Invapi and click the Support button:

After clicking, you will be redirected to the Jira login page at: https://my.hostkey.com/servicedesk/customer/user/login:

Authorization¶

On the login page, you must log in using the credentials from your account in the Server and API Management Panel — Invapi.

Password Reset¶

If you forgot your password, click the Forgot your password link on the login page:

Enter your email address and click the Email me button:

You will receive an email with instructions for resetting your password:

Open the email and click the Reset my password button:

Then enter your new password twice and click the Create button:

Setting Up Two-Factor Authentication¶

Upon first login to the portal my.hostkey.com, the system will automatically prompt you to configure two-factor authentication (2FA) for enhanced security of your account:

Click the button Let's Configure 2^nd factor~ to begin setup.

1. Choosing an Authentication Method

   On the next screen, you will be offered two available methods:

   • Mobile Authenticator - using a mobile app authenticator;
   • OTP Over Email - receiving one-time passwords via email.

   

   Select the method that suits you and click the button Next.

2. Setup via Email (OTP Over Email)

   If you choose the method OTP Over Email:

   1. A message with a 6-digit confirmation code will be sent to your email;
   2. Open the email from [email protected];

   

   1. Enter the received code in the corresponding field on the portal;
   2. Confirm the setup.

   Внимание

   The code sent to email is valid for only 2 minutes!

3. Setup via Mobile Authenticator

   If you choose the method Mobile Authenticator:

   

   1. Install an authenticator app (Google Authenticator or similar) on your phone;
   2. Scan the QR code from the screen or manually enter the secret key (Your Secret Key);
   3. In the field Enter verification code as shown in the mobile app input a 6-digit code from the app;
   4. Click the button Validate Code.

   Attention

   Codes in the authenticator app refresh automatically every 30 seconds.

4. Managing 2FA Settings

   After successful setup, you can manage your two-factor authentication methods:

   1. Click on the profile icon in the top right corner;
   2. In the drop-down menu, select Two Factor Configuration

   

   On the 2FA management page, you will see available methods:

   

   • To set up an additional method use the button Configure.

Creating a Ticket¶

After successful login, your personal account will open. The homepage displays three ticket categories:

• Technical Support — for technical questions;
• Sales — for sales-related questions;
• Financial issues — for financial questions.

Clicking one of the buttons opens a ticket creation form with the following fields:

• Summary — a brief description of the issue;
• Description — a detailed description of the issue;
• Attachment — the ability to attach files.

After filling out all required fields, click the Create button to submit the ticket.

Tracking and Viewing Tickets¶

After creating a ticket, the system will display:

• The current ticket status (e.g., Working on it);
• The ticket number (e.g., CS-234567):

Viewing the Ticket List¶

In the top-right corner of the user menu, a notification will appear. Clicking it redirects you to a list of all your tickets. The list displays:

• Ticket numbers;
• Summary (brief description);
• Current status;
• Creation date;
• Priority:

Working with an Active Ticket¶

Clicking a specific ticket from the list allows you to:

• Track responses from the support team;
• Monitor ticket status changes;
• Communicate with support staff.

Writing Replies¶

To send a message within an existing ticket:

1. Locate the text input field at the bottom of the ticket page — the Add a comment line;
2. Enter your message;
3. Attach files using the Attachment button if needed;
4. Click the Post comment button:

All changes and new messages related to the ticket will be displayed in real-time and duplicated in email notifications.

Email Notifications¶

After creating or updating a ticket, you will receive email notifications containing information about:

• New ticket creation;
• Ticket status changes;
• Responses from the support team;
• Ticket closure.

Some of the content on this page was created or translated using AI.