Frequently asked questions

MarketOne Service Desk

How do I sign up to use Service Desk?

To create an account for Service Desk, follow this link and click on “Sign up for an account.”
Enter your email, password, and full name, and click on “Sign up” to get started. On the next page, click on “MarketOne Access Request.”
On the following page, click on “New Account Requests.”
On the final page, please fill out all of the information required in the form, then click “Create.”

Can I have a colleague share my account?

MarketOne is certified by ISO 27001 standards of Information Security. This certification helps to ensure the security of both our data and the data of our clients. The sharing of log-in credentials for the Portal is against our ISO policy, and is therefore strictly prohibited. Sharing credentials presents an information security risk, and can impact MarketOne’s ability to efficiently and effectively maintain the Portal’s services.

I forgot my password. How do I reset it?

Click on Forgot your password? on the Portal log-in page. Enter you username and an email will be sent to the email address tied to your account with instructions on how to reset your password.

I can’t log-in; the site appears to be down. What do I do?

If the Service Desk Portal is down and you are unable to gain access to the log-in page, please reach out to your MarketOne Account Manager for assistance. Please be sure to include as much information about the issue you are experiencing as possible, including screenshots.

I am experiencing technical issues in the Portal. What do I do?

Experiencing problems with a request? By clicking Open Support Ticket you can report your issues to the Support Team for assistance. Please be sure to include as much detail as possible to ensure that our team is best equipped to help you resolve your issues. Screenshots of the issue you are experiencing can be very helpful in diagnosing the problem and resolving it in a timely manner.

How do I track my requests?

Once logged in, click on Requests in the upper right-hand corner of the Portal to view your personal queue of open requests. In your queue you can track the progress of all of your active requests. You will also receive update notifications via email along the way (Request Received, Request on Hold, and Request Completed).

How will I know when my request has been completed?

Once a request has been submitted you can expect various progress notifications via email. Upon submitting a ticket you will be notified that the request has been received by our team. Once the request has been resolved, you will receive a Request Completed notification via email.

My Request is ‘On Hold.’ What does that mean?

While processing a request our team may mark the ticket as On Hold if they are unable to complete the request. The team will reach out to the ticket poster via email to seek clarification if necessary.

What browsers can I use Service Desk in?

The MarketOne Service Desk is compatible with all major browsers such as Google Chrome, Mozilla Firefox, and Internet Explorer.

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