NEW! IT Helpdesk IT DEPARTMENT

What is Helpdesk? The helpdesk is a ticketing system which allows you to:  Submit tickets for IT support/service  Track open and closed tickets  Address recurring or existing issues  Spend less time sending s!

How to Log In To log in to the helpdesk, navigate to: ◦ Use your Windows credentials (whatever you use to log on to your computer) to log in when you are prompted.

Welcome to the Dashboard!

Enter a New Request Enter new tickets in the “Dashboard” tab by completing the “Summary” and “Description” fields. Be as specific as possible and include any steps you’ve already taken to remedy the situation!

Enter a New Request Some requests may require you to copy your supervisor or another related user. List addresses in the “CC Users” field.

Enter a New Request We love screenshots! Attach any files that will help us better understand the problem you are having.

Enter a New Request When you’re ready, click “Submit Request” to submit your ticket to the IT Department.

Ticket Confirmation After submitting your ticket, you will be redirected to a confirmation page with a summary of your request and your ticket number.

Ticket Confirmation If you have another comment to add, do so in the “Add comment” field. You may also attach additional attachments.

Review Opened Tickets Find a list of your open tickets in the “Opened Tickets” tab. Click the summary line on any request to open, review, or modify the ticket.

Review Opened Tickets From the ticket summary page, you also have the option to close a request if you are able to resolve it without further assistance from IT.

Review Opened Tickets This page also includes links to your open and closed requests.

Review Closed Tickets Find a list of your closed tickets in the “Closed Tickets” tab. Click the summary line on any request to review the ticket.

Review Closed Tickets You may easily reopen any ticket by clicking “Reopen Request” in the closed ticket review screen.

Review CC’d Tickets Find a list of tickets on which you have been copied in the “CC’d Tickets” tab. Click the summary line on any request to review the ticket.

from Helpdesk As soon as you submit a ticket, you will receive an from IT Assistant. At any time, you may respond to this to add a comment to your ticket. You will receive an additional every time your ticket is updated.

Types of Requests SUBMIT VIA HELPDESK Technical issues (error messages, hardware/software malfunction, etc.) Requests for updates Requests for new software/hardware Remember to copy your supervisor! DON’T SUBMIT VIA HELPDESK  Website updates Send to  Report requests Complete the Report Request Form and submit to  Extremely urgent requests (unresponsive PC, blue screen, etc.) Call us at extension 333  Training requests or

Questions & Support If you ever have questions or require further support or training for Helpdesk, please contact: Taka Matsumoto