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How can I create a new ticket?
To create a new ticket, follow these steps: Log in to the IT Helpdesk Ticketing Tool. Navigate to the “Submit a Ticket” section. Fill in the required fields based on the category and subcategory of the ticket. Add a detailed description, attach any ...
What is the IT Helpdesk Ticketing Tool?
The IT Helpdesk Ticketing Tool is a software platform designed to manage IT support processes including incident management, request fulfilment, and change management. It helps streamline IT support operations, track issues, and ensure timely ...
Who are the primary users of the IT Helpdesk Ticketing Tool?
The primary users include: End Users: For creating and tracking tickets, and accessing the knowledge base. IT Support Staff: For managing and resolving tickets, and updating the knowledge base. Line Managers: For approving requests. Heads of ...
What information is required to submit a service request (SR)?
Required information includes the request category and subcategory, user details (e.g., username and email - Auto capture), problem or requirement details, and attachments if necessary. Specific fields vary by category.
Can I track the status of my ticket?
Yes, once a ticket is created, you can track its status in the “My Tickets” section. You will also receive notifications about updates.