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ITS Web Help Desk Ticket System Help Guide

The IT Services Web Help Desk ticket system allows active TRU students and employees to submit IT related help requests or general inquiries bypassing the need to email or phone the IT Service Desk.  The ticket submitted will be directed immediately to the appropriate IT technician to help you resolve your issue and/or questions.  Additionally, when you are logged into the Web Help Desk system, you may check on current ticket progress and previous ticket history, and access Frequently Asked Questions (FAQs).  You may also provide feedback and answer survey questions when tickets are resolved and closed.

 Web Help Desk Terms
  • Tickets: Support requests that are opened through and managed within the Web Help Desk system.  Tickets may also be initiated through a phone call to the IT Service Desk or submitted by a TRU student, staff or faculty member.
  • Request Types: A classification that identifies the type of support request. Request types are used to automatically assign tickets to the appropriate IT tech group.
 Log into Web Help Desk
  • Go to in your web browser.
  • Current TRU employees and students can log in using their TRU network/email user name and password. Once you have entered your credentials, click on "Log In".
 Log out of Web Help Desk

Click the Log Out button in the upper-right corner, next to your name.

 Create a Ticket
  • Click on the REQUEST tab.
  • Enter the following information in the appropriate fields:
  • Request Type: Use the drop down menus to select the best categorization for your inquiry or service request.  There are multiple levels of Request Types, so you may need to select sub-types as well.
  • Subject: Enter a brief summary of the request.
  • Instructions: Some request types may include additional instructions.
  • Request Detail: Enter the detailed report of your request including as much detail as possible.
  • Depending on the Request Type, Custom Fields will appear below the Request Detail box.  Some of these custom fields may be required before the request can be saved and submitted.
  • Attachments:  Add attachments (screenshots or error messages, documents, etc.) that will assist technicians troubleshooting the problem.  File size limit for attachments is 2MB.
  • click on the "SAVE" button in the lower right to save your ticket. Your ticket will be immedicately assigned to the appropriate Tech Group according to the request type.
 Review your ticket submission history

This screen will show you a listing of your entire ticket history, regardless of how the tickets were created.

  • Click on the HISTORY tab. By default, you will be shown the "All Active" ticket list. This list contains the tickets that are not in the "Closed" state.
  • To change what types of tickets are shown to you, use the drop down menu beside "Status".
 View a submitted ticket
  • Using the History Tab, find the ticket you would like to view or update. If you know the ticket number, use the "TICKET NO." field.
  • Click on the ticket number button on the left hand side of the screen to open the ticket. This will show you the entire ticket, including when it was reported as well as any technician notes that have been added.
 Update a submitted ticket
  There are two ways to update a submitted ticket:
  • Using the IT Services Web Help Desk ticket system, or
  • Using email to "Add Note" once a IT technician emails you a copy of the ticket.
 Updating a ticket using the IT Services Web Help Desk ticket system
  • Using the History Tab, find the ticket you would like to view or update.
  • Click on the ticket number button on the left hand side of the screen to open the ticket.
  • To add an attacment (picture, document, etc.), click on "Add File" beside the Attachment section. Add as many attachments (screenshots, documents, etc.) as possible and if necessary. The file size limit is 2MB.
  • To add a note to the ticket, to let the technician know of more information or to request a status change (priority increase or decrease, or close the ticket as the problem was resolved, etc.), click on the "Add Note" button at the bottom right-hand side of the ticket, above the SAVE button.
 Updating a ticket through an email sent by an IT technician
  • Open the email sent to you by the Web Help Desk system.
  • Click on "Add Note" above the latest note.
  • This will open a new email, with the recipient address and subject filled out.
              DO NOT EDIT the Subject Line or the recipient.
  • Enter your note details in the email body.
  • Click SEND. This will email the WHD ticket system and automatically update the ticket with your note for the IT technician.
 FAQ Tab
IT Services Web Help Desk contains a knowledgebase of Frequently Asked Questions linked with Request Types to quickly provide information that you may be looking for and may help in solving your issue without the need to submit a ticket. When you open a new Ticket and select a Request Type, the linked FAQ's will be shown on the right. To open an FAQ to see the answer, click on it. A new window will open with the question and answer.

Search for an FAQ
  • Click on the FAQ tab at the top of the screen
  • Using the Category drop down, select a Category for the FAQ you are looking for
  • This will show a list of the FAQs linked to that Request Type or its sub-types
  • To search for a key word or topic, enter the word into the “Contains” field and click on Search.  This will bring up any FAQ that contains the search string regardless of which Request Type it is linked to.
Vote for an FAQ

When you find that a FAQ (or two!) helped you resolve the issue you were going to report, please VOTE for it.
  • Click on the FAQ tab at the top of the screen
  • Using the Category drop down, select a Category for the FAQ you are looking for
  • Find the FAQ in the list, then, using the VOTE drop down menu, select a level of Stars to apply to the FAQ.  
Your vote will assist with improvements to the FAQ as well as advise others that the solutions provided are serving their purpose.
 Messages Tab
Along with the standard communication avenues (Email, Distribution Lists, Facebook and Twitter), IT Client Services will be using the Web Help Desk system to notify clients of any system issues.

When you first visit the IT Service Desk Web Help Desk ticket system, public messages (if there are any announcements) will show with a large exclamation mark.

To show the messages without logging into the Web Help Desk system, click on the link.

Public Messages will also be viewable on the MESSAGES tab once you have logged into Web Help Desk. If there are any new messages, they will be shown when you log into the Web Help Desk system.

To navigate away from the MESSAGES tab, click on any of the other tabs or log out of the system.
 Profile Tab
Every client has a profile in Web Help Desk. This information is updated daily from TelBook (employee directory). If you are an employee and your profile information is incorrect, please have your Department Secretary, Administrative Assistant, Manager or Director submit a ticket to have the information updated. You cannot edit your profile information within the Web Help Desk ticket system.
Customer Satisfaction surveys have been designed to help TRU Information Technology Services (ITS) determine the level of satisfaction with our services. A link to the Customer Satisfaction Survey will be included in the email to the client when a technician closes the ticket and emails the client a copy of the ticket.

The Customer Satisfaction Survey contains 5 questions and should take approximately 5 minutes to complete. Some of the questions are multiple choice, and some have open text fields to enter any additional information you would like.

Survey Feedback will be used to determine the level of satisfaction with our services, and help identify any areas that need improvement. Information provided in the survey response will be visible to the technicians within Web Help Desk.
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