Directorate General of Systems and Data Management

CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

Date: 19th September 2023 Category: Customs

Issued by: ICEGATE

Advisory for Self Help on ICEGATE

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 Directorate General of Systems and Data Management
CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

Table of Contents
1. Introduction .............................................................................................................................................. 3
2. How to Raise a ticket ? .............................................................................................................................. 3
3. How to Check ticket status ? ..................................................................................................................... 5

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 Directorate General of Systems and Data Management
CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

1. Introduction
The self help module in ICEGATE 2.0 aspires to minimize manual intervention in ticket
management as well as to speed up ticket logging and information dissemination pertaining to
logged tickets. To achieve this goal, ticket logging functionality has been provided in post-login
scenario for registered trade user. Here he can log tickets and choose the categories himself,
thus reducing manual selection from Helpdesk personnel. All the tickets of the registered user
will be available at a single location post-login and the status of the same along with the
solution (if ticket is resolved) will be shown.

2. How to raise a ticket ?

a) User will go to https://foservices.icegate.gov.in/#/login and will log in using their
username and password.

b) After successful login in, the user can access the dashboard's ticket management feature.

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 Directorate General of Systems and Data Management
CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

c) On clicking Ticket management button two option will be show Raise new ticket & View
tickets. User need to click on raise new ticket.

d) On clicking raise new ticket button. User will be navigated to Log ticket page where User
will fill the required mandatory details and click on Submit button.

e) On clicking the Submit button a new incident will be raised, and user will be notified via
email.

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 Directorate General of Systems and Data Management
CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

3. How to check ticket status ?

a) User can check the ticket status by clicking on View tickets button.

b) Once user click on View tickets. List of all the ticket raised by user will be shown along
with the status.

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 Directorate General of Systems and Data Management
CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

c) User can click on the tickets to see the Solution given by Helpdesk.

d) Action & Meaning of different ticket status.

S.NO Status Action/Meaning
1. OPEN Ticket has been successfully raised & Helpdesk team is
reviewing.
2. PENDING CUSTOMER INFO Users need to provide more info.
3. PENDING CUSTOMER Confirmation from user is required whether issue has
CONFIRMATION been resolved or not.
4. RESOLVED Helpdesk team has provided the solution & ticket has
been resolved.
5. CLOSED Ticket is closed.

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 Directorate General of Systems and Data Management
CENTRAL BOARD OF INDIRECT TAXES & CUSTOMS

For any further queries or help kindly contact ICEGATE Helpdesk Team on
icegatehelpdesk@icegate.gov.in or 1800-3010-1000

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