New in Vera: Submit Support Tickets Directly Through Vera Chat

11 September 2026

You can now create and submit HR, Finance, and IT support tickets directly through Vera, our virtual advisor available on the Staff Service Centre homepage. If Vera can’t answer your question, and advisors are unavailable or it’s outside operating hours, you’ll have the option to submit a ticket to the Staff Service Centre right from the chat window!.

Key Benefits

  • More Convenience: Submit tickets directly from your chat window without navigating to another website.
  • Context Included: Your chat summary automatically attaches to the ticket for the advisor to review.
  • Seamless Routing: Submitted tickets are automatically routed to the Staff Service Centre where they are reviewed alongside other requests in the order they were received, and are accessible through the U of A Service Portal.  

Quick Tips to Get the Most From Vera

  • Use Your CCID@ualberta.ca Email: Always submit a ticket through Vera using your primary UAlberta email (yourCCID@ualberta.ca). If you can’t access your CCID, it’s best to instead call the Staff Service Centre directly so we can verify your identity and restore your access as quickly as possible. 
  • No Private Information: Accounts access and personal data or information or personal data (e.g., CCID password resets) cannot be provided over chat as they require formal identity verification. If your inquiry is about a U of A account or your private information, call the Staff Service Centre and have your ID number ready.
  • Be Specific: Keep your questions to Vera brief (under 12 words) and avoid extra details so it can better understand what you are asking about.
  • Specify Your Staff Type: Mention whether you are NASA, AASUA, or MAPS for more tailored responses.
  • Use Prompt Buttons: Click the prompt buttons when they are available instead of typing out your answer to receive tailored responses.
  • Verify Information: Vera is trained only on institutional information, however, like any generative AI, it may provide inaccurate responses for complex or role specific inquiries. Always verify the information when it involves critical tasks or complex processes.

Stay tuned to the Shared Services monthly newsletter and website for news on future updates to Vera.