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Ticket System User Guide (English)

Introduction

Habitat for Humanity – Latin America and the Caribbean has launched a single support channel: the LATAM Financial Services Centre, available at www.habitatlac.org. There, national offices can request help with the regional financial systems (SunSystems, cFlow), budget, accounting, funds and projects, and the quarterly close and Service Operating Model.

This guide is a standard operating procedure (SOP) for national office staff who need to use the system. It covers three actions: requesting a service (creating a ticket), finding a solution before writing in, and checking the status of a request already submitted.

How to access the portal

Go to https://www.habitatlac.org (always use the www. prefix).
Check the language selector in the top right corner: it should say English (US). If it shows Spanish or Portuguese, click it and choose the right language.
You don't need to create an account before submitting your first ticket: the request form is open to anyone from a national office.
A portal account is created automatically the first time you submit a request with your email address. That account is what you use later to check the status of your tickets.
The top menu always has Home, Services, Help, and the Request help button, which takes you straight to the request form from any page on the site.

How to request a service (create a ticket)

You can reach the form with the Request a service button on the homepage, the Request help button (always visible top right), or Request this service under any category in the catalogue.

Fill out the Submit a Ticket form with:

Full name (required).
Phone number (optional).
Email address (required): use an institutional Habitat address you check often; that's where replies and notifications arrive. The system only accepts institutional Habitat emails — Gmail, Hotmail or other organizations' addresses are not processed.
Organization (required): choose your national office from the list, or Habitat LAC (regional office).
Service category (required): choose the category that best matches your need. This is what routes the ticket to the person who handles it, and determines the expected response time (see the Response times by category article).
Subject (required): a short, clear title.
Ask your question (required): describe the situation in as much detail as possible (what happened, when, in which system, what error message you saw, what you need).
Attachment (optional): screenshots, Excel files or other supporting material.

Clicking Submit ticket gives the request a reference number and its own history. Save that number: you'll need it if you write again about the same issue.

How requests are handled

Requests are answered in layers: the team accountable for the category you chose receives it first (Level 1) and resolves most cases there. What Level 1 cannot resolve is escalated to the technical specialists of the regional financial systems (Level 2).

The only exception is SUN user creation: those requests skip Level 1 and go directly to the person who creates users.

Finding a solution before creating a ticket

Before writing a request, use the knowledge base search: it may save you the wait if the answer is already published.
On the homepage, click Find a solution (or Search the documentation).
Type keywords about your question in the Search for articles, best practices and more... box.
Review the suggested articles. If one answers your question, you're done.
If you don't find an answer, use the Request help button on that same page to go straight to the form.

The same team that handles requests maintains this knowledge base, so it will keep growing over time.

Checking a ticket's status

The status of your requests is checked from Check ticket status (also available as My Tickets in the footer), which opens the /my/tickets page. That section asks you to sign in:

Use the same email address you used to submit the ticket.
If it's your first time signing in, click Reset Password to create one; the system sends a link to that email.
Once signed in, you'll see the list of your requests with their reference number, subject and current status.
You can open each ticket to see its full history and add comments or extra information if the team asks for it.
If you no longer have access to that email or aren't sure which one you used, write to support@habitatlac.org with your name and national office.

FAQ and contact

Do I need an account before writing a ticket? No. The portal account is created automatically with the email you use on the form; you'll need it afterward, to check the status.

What if my case doesn't fit any category well? Choose the closest one; the team that receives it can reclassify or escalate it if needed.

How do I know my ticket was received? Every request gets a reference number as soon as it's submitted; that number identifies the case in any later communication.

Is it mandatory to use this system for all requests? Yes. Since the system went live, all requests to Regional Financial Systems must go through this portal rather than personal emails or shared mailboxes, so the whole team can track and follow up on every case.

Who do I contact with questions about this guide or the portal? The Financial Systems support team: support@habitatlac.org.

Source: www.habitatlac.org portal and the September 2026 training sessions.