How to file a Help Desk ticket/question/bug/problem

Owned by Anastasia Alexov (Unlicensed)
Last updated: May 08, 2020
2 min read

This page describes the steps for filing a request ticket with Help Desk. Creating a ticket does not require an account, but it is encouraged users do so in order to view their requests after creation using the Help Desk interface.

Click here to create a Help Desk account.

Click here to view a guide on checking requests.

Instructions

  1. Select a topic for submitting a ticket. This will take the user to page with topic sub-categories for starting a ticket.

  2. Selecting a sub-category will open the ticket submission form. Sub-categories can be changed after this selection using the arrow next to the sub-category.

  3. Fill in all necessary fields. These are marked with a red asterisk. Filling in the summary using keywords common to the help desk will cause a list of suggested articles to appear.

     

  4. If you are logged in, you will not need to provide your email address in the form; the email from your profile will be used for communication regarding this ticket. If you are not logged into the Help Desk (or if you do not have an account) you must provide an email address so that the Help Desk staff can contact you.

  5. Upon filling all necessary fields, clicking the “Send” button will submit the ticket to the help desk.

6. After submitting the form, a notification acknowledging your submission will arrive in the email you have provided.

7. You can use the links in the notification email to access your ticket online. You can also use email to directly reply to the thread to add information to the ticket and communicate with the Help Desk Staff.

8. Email notifications will be sent throughout the lifetime of the ticket, with status updates, communication with the Help Desk staff, etc..

 

 

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