Tips for Helpdesk Tickets
What can IT Support do for you?
IT Support can help you with phones, computers, printers, applications, security, access, etc.
IT Support cannot help you with things like printer toner, paper, pens, batteries, post-its, staplers, etc. In these cases, it’s always best to contact a local office manager or the specific vendor that provides these items at your location.
Where do I go to submit a ticket?
Tips for tickets:
- When following up on a ticket, use Freshservice so your conversation is properly documented.
- Always include contact information, especially if you are on-the-go.
- Please do not copy an entire email chain and paste into Freshservice, unless problem requires a tech to read an entire email chain.
- Have realistic expectations for the timeframe of completion. Reason being, not all IT Support tickets have the same impact and urgency. As an example, one ticket may only impact one person, whereby another impacts 50 people. Or, better yet, one ticket may be for a personal printer, but another ticket may be that a network is down. Tickets that have a higher impact and urgency will always be tended to first. Please refer to our SLA's.
- When requesting new user accounts, please try to allow for two weeks lead-time, especially if new equipment needs to be ordered.
- It is highly suggested that managers submit a New Hire/Change/Termination form to designate an assigned person to contact IT in these events. This role should submit tickets for all separations immediately, even if scheduling for a future date and time.
- Submit separate IT Support tickets in Freshservice, for separate issues. This helps make sure your ticket is assigned correctly, as well as helps with making sure you can get help as fast as possible.
- When requesting an update on a ticket, please reply to one of the email notifications in Freshservice. Creating a new, duplicate, ticket will start the process over and will slow things down for everyone.
- After a ticket is closed, please do not reply to the automated email notification. This will reopen your ticket. If you want to respond with a message or thanks, after a ticket is closed, please use Teams or email.