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Project Roadmap & Support Requests in SYS

Learn how to view project roadmaps and manage support tickets directly in SYS, including status tracking and commenting.

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Written by Daria
Updated this week

We’ve added new features to your SYS platform — designed to make it easier for you to track projects and get help when you need it.

Project Roadmap in SYS

You can now access a live roadmap of current and upcoming projects directly in SYS. The roadmap provides transparency into what’s being delivered and when.

What You Can Do:

  • See all ongoing and planned projects

  • Check project statuses (e.g. Planning, In Progress, QA, UAT, etc.)

  • View estimated go-live dates and key delivery milestones

How to Access the Roadmap:

  1. Log in to SYS

  2. Click on the Roadmap tab in the main menu

  3. View the full project roadmap for your institution

Don’t see any projects listed?
That simply means there are no active projects for your institution at the moment—but don’t worry, something may be coming soon! Check back regularly to stay up to date.

Submit and Track Support Requests

You can now create support requests, track progress, and communicate with the support team — right from the Support tab in SYS.

How to Submit a Support Request:

  1. Log in to SYS

  2. Click the Support tab

3. Click Create

4. Fill out the request form:

  • What can we help you with? – Select the type of request

  • Business Stream – Choose the relevant area

  • Priority – Choose the priority level:

    • Minor – Low priority, doesn’t affect work

    • Low – Small issue, low urgency

    • Major – Affects multiple users or important features

    • Critical – High urgency, impacts business continuity

    • Blocker – Work cannot proceed until resolved
      👉 Please select priorities carefully to help us respond appropriately.

  • Brand – Choose one or more brands related to your request

  • Summary – Add a brief description of the issue

  • Description – Provide detailed information so we can help you faster

5. Click Create to submit your request

Your ticket will be created in both SYS and Jira Service Desk. You’ll see real-time status updates right in the SYS support tab.

Where Can You See Your Support Tickets?

All your support requests are visible in the Support tab — no matter how you submitted them.
This includes requests created via:

All tickets submitted with your email address will appear in the same listing, with real-time status tracking and the ability to comment.

Please note:
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Requests shared through other communication channels, such as direct emails to team members or Teams chats, may not appear in your SMS dashboard.
​
For full visibility and tracking, we recommend submitting your requests via the channels listed above.

How to Leave a Comment on a Ticket:

  1. Log in to SYS

  2. Go to the Support tab

  3. Click on the Ticket ID from your list

  4. Scroll down to Leave a comment. You may leave a comment and attach files.

5. Write your message and click Send

Understanding Ticket Statuses

Once your ticket is submitted, you can track its progress in real time. Each ticket will have a status label that shows exactly where it stands in the support and development process.

Here’s what each status means:

  • Backlog
    Your request has been received and added to our backlog. It’s pending review or prioritization.

  • Waiting for Customer
    We’re waiting for additional information or feedback from you before we can proceed. Please check if you’ve received a comment or question from our team.

  • Selected for Development
    Your request has been reviewed and approved for development. It’s been added to our active work pipeline.

  • Work in Progress
    Our team is actively working on your request. Development or investigation is currently underway.

  • Canceled
    The ticket has been closed without further action—this may happen if the request is no longer relevant or was resolved in another way.

  • Done
    The request has been completed and resolved. No further action is required.

💡 Tip: You can view ticket statuses anytime by logging into SYS and navigating to the Support tab. Every ticket you submitted (via SYS, email, or portal) will be listed there with its current status clearly visible.

Still Have Questions?

If something isn’t working as expected, or if you’re unsure which request type to choose, feel free to reach out via Intercom. We’re here to help!

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