The Helpdesk application is your personal portal for requesting help from your organization's support teams. You can open new tickets, monitor their progress, and communicate directly with the operator handling your issue.
Access the Helpdesk
From the sidebar menu, select Need help? > Trouble Ticketing. This application is accessible to all users and does not require special permissions.
The initial screen is divided into two main tabs:
- My Open Tickets — requests that are still active and being processed.
- My Closed Tickets — resolved or refused requests, available for reference.
Open a New Ticket
Click the Open Ticket button. You will be presented with a list of available Support Queues — these are the channels that your organization has set up (e.g., "IT Support", "Facility Access", "HR Requests").
After selecting a queue, fill in the ticket form:
| Subject | A concise title for your issue (e.g., "Cannot access the IT Protocol application"). |
|---|---|
| Description | A detailed explanation of your problem. The more context you provide, the faster the operator can help you. |
| Priority | Select the urgency level. Use Critical only for issues that completely block your work. |
| Attachments | (Optional) Upload screenshots, logs, or any supporting documents. |
Once you are satisfied with the information, click Submit Ticket. You will receive a notification and the ticket will appear in your My Open Tickets list with a status of Pending.
Track your Ticket
Click on any ticket in your list to open the Ticket Detail view. Here you can:
- Read all replies from the support operator.
- See the current status (Pending, Open, Solved).
- Check who the ticket is assigned to.
- View the SLA (resolution target time) for this queue.
Reply to an Operator
If an operator asks you for more information, you can reply directly from the ticket detail page. Type your response in the text area and click Send Reply. Your reply will be visible to the operator and will generate a notification for them.
Reopen a Closed Ticket
If your issue has been marked as Solved but the problem persists, you can reopen it within the Reopen Limit defined by the queue (typically a few days). Simply open the closed ticket and click the Reopen Ticket button.
Cancel a Ticket
If you submitted a ticket by mistake, or the issue resolved itself, you can cancel it as long as the operator has not yet started working on it. Open the ticket and click Cancel Request.
