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How do I open a case with The Service Hub? | The Service Hub – Seneca Customer Support

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How do I open a case with The Service Hub?

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  • sonia.novello
    Sonia Novello
    9/8/2022

    Use The Service Hub portal on MySeneca to find answers to all of your questions. Sam chatbot is also available to support you. If your question requires additional support, you can open a case, and a Service Hub Representative will follow up with you.

    Opening a case through The Service Hub portal

      1. Sign in to the The Service Hub portal with your Seneca student credentials.
      2. At the top of the page, select My Services > My Cases.

    3. Click Create a Case.

    4. Complete the case form with as much detail as possible:

        1. Your student ID number
        2. Program of study and campus (if applicable)
        3. A clear description of your question or issue
        4. Attachments that may help (e.g., forms, receipts, screenshots)
        5. Click Submit.

      After submitting your case. You’ll receive an automatic confirmation with your unique case number. Use this case number to track your request in the portal under My Services > My Cases. The status of your case will be displayed in the "Status" column.

      You can also add updates or reply to a representative directly in the portal.

      Opening a case through email

      Email theservicehub@senecapolytechnic.ca with your questions and be sure to include your student ID number. You will receive an automatic reply that contains your case number; you can use this number to check the status of your inquiry.  A Service Hub representative will respond to your email as soon as possible.

      Opening a case through Sam the ChatBot

      Chat with Sam the Chatbot from the Seneca website and ask your questions. If you’re not able to find the answer you’re looking for, Sam will give you with the option to create a case with The Service Hub. Simply log in with your Seneca credentials and complete the case creation form. If you do not log in, the default email client on your device will open, prompting you to send an email to The Service Hub (theservicehub@senecapolytechnic.ca). Be sure to include your student ID number.

      Get real-time customer support

      Alternatively, you can contact The Service Hub through any of our live channels to get help from Service Hub Representatives in real time. If the Service Hub Representative needs to connect you with another department, they will create a case on your behalf. Our live services include:

      • Live Chat. To access the live chat, visit The Service Hub online, log in to your student account and select Chat with an Expert.
      • Phone. Call 416.764.9900.
      • SMS. Send a text message to 416.848.8383.
      • WhatsApp. Send a message to 437.422.7857.
      • Virtual Appointment.  Log in to The Service Hub and select Book Appointment on any article.

      If accessing our live services, be sure to connect with us during our business hours, Monday to Friday, 8:30 a.m. to 7 p.m.

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