# Work Requests & Licenses

Use the Welkin JSM portal for operational requests – adding users, requesting additional licenses, or changes that require Welkin team involvement.

***

## When to use this portal

Work requests are for operational and administrative changes, not technical issues:

| Request type              | Example                                                     |
| ------------------------- | ----------------------------------------------------------- |
| **New user licenses**     | Adding seats or license types to your organization          |
| **User provisioning**     | Bulk user creation or changes outside of self-service Admin |
| **Configuration changes** | Changes that require Welkin team involvement                |
| **Contract & billing**    | License counts, renewal, or billing inquiries               |

{% hint style="info" %}
For technical issues, bugs, or platform errors, use [Support Tickets](/support/submit-a-request/support-tickets.md) instead.
{% endhint %}

***

## How to submit a work request

1. Navigate to the **Welkin JSM portal** (link provided by your Customer Success Manager)
2. Select the request type that best matches your need
3. Fill in all required fields – always include:
   * Your **organization name** and **tenant ID**
   * For license requests: number of seats, license type, and intended start date
   * For user provisioning: a list of users with names, email addresses, and assigned roles
4. Submit and note your request number for tracking

***

## Processing times

Work requests are not subject to the same SLA as support tickets. Processing time depends on the complexity of the request:

* **License additions** – typically processed within 2–3 business days
* **User provisioning** – typically processed within 1–2 business days
* **Configuration changes** – timeline depends on scope; your CSM will confirm

***

## Related

* [Support Plans & SLAs](/support/about-support/support-overview.md) – understand your plan and response commitments
* [Support Tickets](/support/submit-a-request/support-tickets.md) – for bugs and technical issues
* [Product Feature Requests](/support/submit-a-request/product-feature-request.md) – for product improvement ideas


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