Customer access
Company, Site, and Ticket Visibility
Ticket visibility depends on your contact record, company or site membership, primary-contact settings, collaborator access, and the company ticket-sharing policy.
Production address
https://helpdesk.dsesecurity.com/
Confirm HTTPS and the exact domain before entering account or ticket information.
Visual walkthrough
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The annotated screenshot uses numbered red boxes and arrows. Read callouts 1, 2, and 3 in order, then return to the written steps below for the complete procedure.
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1
Workflow section 1 of 3
How customer records are organized
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A main company can represent the overall customer relationship.
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Sites or sub-companies can represent individual locations with their own address and local contacts.
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Your account should be connected to the company or site where you work.
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A primary or main contact may have broader visibility when the company settings allow it.
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A collaborator can view and reply to the specific ticket on which that person was included.
2
Workflow section 2 of 3
If a ticket is missing or incorrectly visible
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Do not create a duplicate ticket only because the original is not in My Requests.
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Use the ticket access link or the email address and ticket number when you are authorized to do so.
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Contact DSE with your name, company, site, ticket number, and the access you expected.
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DSE will verify authorization before changing company membership, primary-contact status, collaborators, or ticket sharing.
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Tell DSE immediately if you can see a ticket that appears to belong to another customer or an unrelated site.
3
Workflow section 3 of 3
Finish and verify the customer action
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Wait for the confirmation page, updated conversation, email, or account message before repeating the action.
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Confirm the customer, company, site, DSE-###### ticket, and visible status are the ones you intended.
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Save the confirmation or reply on the same ticket when more information is needed.
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Contact DSE immediately if account or ticket visibility includes unrelated customer information.
Final verification
Before you leave this guide
- Confirm context. Recheck the DSE domain, signed-in account, company or site, ticket number, device, and request type shown on screen.
- Confirm the result. Perform one harmless verification and make sure the visible status matches what you expected.
- Keep the reference. Save the DSE-###### ticket number, confirmation, or other safe reference needed to continue the same conversation.
- Stop on a mismatch. Do not repeat a high-impact action. Preserve a safe screenshot, note the time and exact error, refresh once, and update or open the correct DSE ticket.
Content owner: DSE Service Operations. Production reviewed July 16, 2026. Examples and visuals are customer-safe and use fictional data.