# How to Submit a Help Desk Ticket

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If you experience issues or errors when trying to login to the **AstateSecure** network, please try forgetting the Wi-Fi network and trying to reconnect. There are instructions on how to do this for various different devices below.

If you did not receive or cannot find your **Home@AState** password or if you are experiencing networking issues within your dorm, submit a Help Desk Ticket so we can help you get this matter resolved. Here are the instructions for this:

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1\. Go to [pack.astate.edu.](https://pack.astate.edu/)

[![image-1747341110902.png](https://kb.astate.edu/uploads/images/gallery/2025-05/scaled-1680-/image-1747341110902.png)](https://kb.astate.edu/uploads/images/gallery/2025-05/image-1747341110902.png)

2\. Click **Log In** on the top right corner of the screen.

3\. Enter your full A-State email address and click **Next**.

[![image-1747341135131.png](https://kb.astate.edu/uploads/images/gallery/2025-05/scaled-1680-/image-1747341135131.png)](https://kb.astate.edu/uploads/images/gallery/2025-05/image-1747341135131.png)  
4\. Enter your A-State password and click **Login**.

![image-1747341283228.png](https://kb.astate.edu/uploads/images/gallery/2025-05/scaled-1680-/image-1747341283228.png)

<div id="bkmrk-5.-authenticate-usin"><div><svg class="svg-icon" data-icon="link" role="presentation" viewbox="0 0 24 24" xmlns="http://www.w3.org/2000/svg"></svg><div>5. Authenticate using **Microsoft Authenticator** on your mobile device.  
  
 ![MS-Auth_Phone10.png](https://kb.astate.edu/uploads/images/gallery/2026-06/scaled-1680-/ms-auth-phone10.png) ![Pack-Auth5.png](https://kb.astate.edu/uploads/images/gallery/2026-07/scaled-1680-/pack-auth5.png)</div></div></div>6\. Click **IT Services** on the left.

[![image-1747343496298.png](https://kb.astate.edu/uploads/images/gallery/2025-05/scaled-1680-/image-1747343496298.png)](https://kb.astate.edu/uploads/images/gallery/2025-05/image-1747343496298.png)

7\. Click **ITS Helpdesk**.

5\. Click on **Sign In** located at the top right of the screen.

[![1.png](https://kb.astate.edu/uploads/images/gallery/2022-02/scaled-1680-/1.png)](https://kb.astate.edu/uploads/images/gallery/2022-02/1.png)

6\. Enter your full A-State email address and password and click **Login**.  
  
[![image-1747341283228.png](https://kb.astate.edu/uploads/images/gallery/2025-05/scaled-1680-/image-1747341283228.png)](https://kb.astate.edu/uploads/images/gallery/2025-05/image-1747341283228.png)  
7\. Authenticate using **Microsoft Authenticator** on your mobile device.  
  
 ![MS-Auth_Phone10.png](https://kb.astate.edu/uploads/images/gallery/2026-06/scaled-1680-/ms-auth-phone10.png) ![Pack-Auth5.png](https://kb.astate.edu/uploads/images/gallery/2026-07/scaled-1680-/pack-auth5.png)

  
8\. Click on **Get Started**.

[![getstarted.png](https://kb.astate.edu/uploads/images/gallery/2023-12/scaled-1680-/getstarted.png)](https://kb.astate.edu/uploads/images/gallery/2023-12/getstarted.png)  
9\. Note the categories of issues that you can submit a ticket for. For this example, click on **Networking &amp; Wireless**.

[![2.png](https://kb.astate.edu/uploads/images/gallery/2022-02/scaled-1680-/2.png)](https://kb.astate.edu/uploads/images/gallery/2022-02/2.png)

10\. Here you would choose the option that closest matches the issue you are currently having. For this example, click **A-State Secure Network Issue**.

[![3.png](https://kb.astate.edu/uploads/images/gallery/2022-02/scaled-1680-/3.png)](https://kb.astate.edu/uploads/images/gallery/2022-02/3.png)  
11\. Click **Create A Ticket**.

[![4.png](https://kb.astate.edu/uploads/images/gallery/2022-02/scaled-1680-/4.png)](https://kb.astate.edu/uploads/images/gallery/2022-02/4.png)  
12\. Fill out the form with the requested information. Click **Request** to submit your ticket. The Help Desk will then read your ticket and route it to the correct department.  
  
[![5.png](https://kb.astate.edu/uploads/images/gallery/2022-02/scaled-1680-/5.png)](https://kb.astate.edu/uploads/images/gallery/2022-02/5.png)

[![6.png](https://kb.astate.edu/uploads/images/gallery/2022-02/scaled-1680-/6.png)](https://kb.astate.edu/uploads/images/gallery/2022-02/6.png)

<p class="callout info">For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (<itsupportservices@astate.edu>). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.</p>