How does this system work?
Creating a Ticket:
Creating a ticket in the helpdesk is the first step to getting the support you need in a timely manner. Tickets are created in one of two ways:
- Ticket is created in this user portal
- Ticket is created by sending an email to “firstname.lastname@example.org”
Upon submission, the Ticket Creator will receive a confirmation email with a ticket number.
Assigning a Ticket:
Your helpdesk ticket will be assigned to the proper Technology Department Staff based on the information provided. A confirmation email will be sent to the Ticket Creator when the ticket is assigned.
Technology Department Staff may comment on your ticket in order to gather more information to help solve the problem. An email will be sent to the Ticket Creator when Helpdesk staff make a comment. Users can use the reply feature in email to comment back to Helpdesk staff. Users can also access the Portal to view comments, and make additional comments.
Escalating a Ticket:
Technology Department Staff may escalate your ticket to another member of the tech department for additional support. The Ticket Creator will receive an email notification that the ticket has been re-assigned.
Closing a Ticket:
When the problem is solved, Helpdesk staff will close the ticket. The Ticket Creator will receive an email notifying them that the ticket has been closed. If the user experiences this issue again, they can “re-open” the ticket, by accessing the portal, and viewing “resolved tickets”