Cadan Assist Customer Portal

>Cadan Assist Customer Portal
Cadan Assist Customer Portal2017-03-27T15:47:13+00:00

How to Log into the Customer Portal

Service portal web address

Enter your Email and Password.

Service portal login screen

Click Submit.

How to Open a Break/Fix Incident ticket via the Cadan Technologies Tray Icon

Print PDF

Locate the Cadan Technologies remote agent icon and click on it.
You can find it in the bottom right-hand corner of your screen next to the system clock.

Service ticket tray icon

A menu will open, populated with useful information about your computer and domain.
To open a new ticket, click on the last option in the menu.

Create a service ticket

An email window will open with a brief questionnaire.

Fill out as much information as possible so that we may best assist you.

Additionally, a screenshot of your desktop will be sent along with the ticket so that we are better able to troubleshoot any issues.

Finally, click the Send button as you would for a regular email and your ticket will be created.

Email screen shot

How to open a Change Request ticket via the Cadan Technologies Web Portal

Print PDF

Access the Cadan support portal by opening your favorite web browser and navigating to https://cw.cadan.com/support

Portal URL

Enter your company email address and password (this is your first name in lower case by default) and click submit.

Portal login screen

Click on “Create Ticket” on the top right hand side of the page.

Create Ticket

Select the type of service needed from the list, you may click the left and right arrows to scroll the choices.


Select the type of service needed from the list, you may click the left and right arrows to scroll the choices.

Selecting a service type will automatically populate the title and problem description. Complete the questions populated to the best of your ability.

Ticket details screen

You may attach any number of items simply by click the “Attach Document” button, followed by the “Browse” button, and finial locating the file you wish to attach and clicking Open. You may also remove any attachments by clicking the “Remove” button next to the file name.

If there is a date that you would like this completed by feel free to click into the “Due Date” box and select the appropriate date and we will make every effort to have service completed by that date.

Calendar in tickets

If this needs to be expedited or requires more immediate attention select “Emergency” as well as setting the due date.

Emergency option box

Finally review the Contact Details for accuracy, make any required changes or additions and click Submit.

Contact Screen

How To Check the Ticket Status from the Cadan Support Portal

Print PDF

Access the Cadan support portal by opening your favorite web browser and navigating to https://cw.cadan.com/support

Portal web url

Enter your company email address and password (this is your first name in lower case by default) and click submit.

Portal login

You will see any open tickets under the “Open Tickets” area

Welcome screen

Select the type of service needed from the list, you may click the left and right arrows to scroll the choices.

You may also review any open tickets by clicking on the “Tickets” tab.

Tab meanings

The tickets tab will give a brief overview of the current status of your request, the following information is displayed.

1) Under the title of the ticket: The last note or update to the ticket
2) Ticket: The ticket number
3) Status: The ticket status
4) Resources: Who is working on the ticket
5) Type: What kind of request is this

Opening a ticket

Clicking on one of the tickets will populate a window with further information and a variety of actions you may perform.

Here, you can print the request for your own records, add notes or updates to the request.

Cadan Assist Tickets

You may see any updates simply by reviewing the discussion area.

Using the discussion boards
How to use the message boards

If you need to make any updates to your request….

If you need to make any updates to your request you may do so simply by clicking in the box, adding your message, and finally clicking the button at the top of the window.

Cadan Assist Messaging

The ticket window will close, but you may immediately click back into your ticket and review to ensure your changes have applied. Again any updates will populate in the discussion box.

The same process is true for adding documents and adding to the resolution of your ticket.

How to Open a Break/Fix Incident ticket via the Cadan Technologies Tray Icon

How to Open a Break/Fix Incident ticket via the Cadan Technologies Tray Icon

How to open a Change Request ticket via the Cadan Technologies Web Portal

How to open a Change Request ticket via the Cadan Technologies Web Portal

How to Check Ticket Status from the Cadan Support Portal

How to Check Ticket Status from the Cadan Support Portal