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 Departments (HOD): For approving requests
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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 ...
IT Helpdesk Manual
Home/landing screen – You can see dashboard of Helpdesk Raisse a ticket – A ticket can be raised by clicking on following options My Area Tickets Submit a ticket Upon clicking in any of the above option, you will be redirected to “My Area” screen ...
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 ...
How will I follow-up on ticket?
You can followup on a ticket by replying on ticket from helpdesk or email
What are the Categories and Subcategories available?
Ticket categories include Hardware, Software, Network, and Access. Each category has specific subcategories (e.g., Laptop, Desktop under Hardware; Email, URL Access under Software). Please refer to the attached excel for details