Raising a Ticket at the HelpDesk

Raising a ticket is a simple process, but it is important that it's done correctly for an efficient and effective response. This article will guide you through the process. 

Login

To to the HelpDesk, and click "Sign In" from the top right. Then use your Portal Email/Username and Password to Sign in. 

Status

The Status page shows you the currently open tickets, or closed tickets depending on what you select on the right. You can search tickets using the search box at the top, but it will only search in either open or closed tickets depending again on the setting on the right. 

At the bottom you can search the Knowledge base. 

Raising a New Ticket

To raise a new ticket, use the "Open a New Ticket" option from the top of the screen. 

The Help Topic is VITAL here. You MUST select the correct topic for your ticket it there will be delays in its handling and possibly additional time charges from other departments. The topics are fairly self-explanatory but if you are unsure, contact your manager, or your account manager for advice. 

The Request Summary should contain a headline description of the issue, in this example we've gone with "Volume Crashed". It's clear and concise without being overly wordy. 

The actual detail is provided next, and this needs to be verbose. Provide the target device, or system, the situation, any error messages, specifics like what volume it is in this example and where it should go, and anything else that will help. 

Remember, every time a specialist has to come back to you for more information, it delays the fix and it is our priority to get issues resolved as quickly as possible. 

Click "Create Ticket" to create the ticket. 

As soon as the ticket is created, our automation will scan the Request information and attempt to extract helpful information, e.g. If you request summary contains any domain names, we'll pull data about those, or circuit references, or IP Addresses, etc. 

Then it will arrive in the teams Triage queue. In this queue a specialist will review the ticket and decide who in the team will be best suited to handle it, and what priority it should be given. In our example, a volume crash would be given a higher priority than a printer jam but a lesser priority than a server failure. 

Specialists handle tickets based on priority and SLA and we aim to begin work within 15 minutes. Time tracking is performed automatically by the system based on the teams rates, the service level, the time of day, and the prepay/payg status of the organisation.