Log into your Freshdesk account. Now you will see the IT ticket portal. Here you will find frequently asked questions, tutorials, as well as the links you need to create a ticket.
Please note that required fields are indicated by a red asterisk. A quick resolution can often depend on how much detail is provided in your service request.
Note that you'll need to provide your email address in the ticket. For branch related issues (i.e. branches that involve the entire staff and not just you individually) add your manager and assistant manager in the CC list.
Subject should be a summary of the issue.
The name of the computer should be on a printed label located on the side of the system. If it's not there, or if the issue does not involve a computer or multiple computers, you should indicate that in this field.
Your branch or department is listed in the drop down field. Select the type of request that closely resembles the issue you are reporting.
Describe the problem in detail, including any steps you've already taken to remedy the problem. For example, if you've already tried rebooting the computer let us know. We can then eliminate that from the troubleshooting process. You can also upload any relevant documents here. Once you've finished, click the submit button.
You have now created a ticket. You should see your open ticket underneath the Tickets tab on your portal.
When you click your open ticket, you'll see the issue you created as well as IT responses and updates regarding your issue. You can also close your ticket, add additional people to the conversation (like your branch if you forgot this step), and reply to IT questions/responses.
You will also receive email notifications for IT responses your CALS inbox.
Once the ticket is resolved, IT will close the issue. You are also able to close the issue yourself once the problem is fixed. If the issue reoccurs, responding to your closed ticket will automatically reopen the issue for you.