I.T. Help Desk Ticketing System Resources

Customer Steppers:

  • Click HERE to view the I.T. Help Desk – Customer Stepper. This stepper will guide you through creating an incident (Help Desk ticket).
  • Click HERE to view the I.T. Help Desk – Ticketing System Email/Name Change Stepper. This stepper will guide users through the process of validating a name or email change to their Ticketing System user account. (Remedyforce/Salesforce)
  • Click HERE to view the Telecommunications – Customer Stepper. This stepper will guide you through creating a Service Request for telecommunications related issues such as: District cellular phone repairs, headset installations, new cellular phone requests, paging issues, and telephone repairs.

Technician Steppers:

  • Click HERE to view the I.T. Help Desk – My Work Day Stepper. This stepper will guide a technician through setting up console cards that can assist in managing incidents, service requests and task tickets.
  • Click HERE to view the I.T. Help Desk – Task Stepper. This stepper will provide technicians instruction on how to access and the Tasks features within the I.T.
    Help Desk Ticketing System.
  • Click HERE to view the I.T. Help Desk – Weekly Ticket Report Stepper. This stepper will provide queue owners an overview of the Weekly Queue Ticket Report, along with export instructions. The report will be automatically generated from the system and is programmed to run every Tuesday morning at 8:00 am and will be distributed via email to each queue owner.
  • Click HERE to view the I.T. Help Desk – Technician Stepper. This stepper will guide technicians through managing and resolving incidents in their queue.
  • Click HERE to view the I.T. Help Desk  – Technician Console View Stepper. This stepper will guide technicians through how to customize their console view in the ticketing system.
  • Click HERE to view the I.T. Help Desk – SDP Dashboard by Queue Stepper. The dashboard displays incident ticket data by various reporting parameters. This stepper provides an overview of the dashboard reporting sections and instructions on how to download the associated data.
  • Click HERE to view the I.T. Help Desk – SDP Survey Dashboard. The dashboard provides I.T. Leadership with results from the ticketing system surveys. Survey results are provided for each question, broken down by queue and category.
  • Click HERE to view the Telecommunications – Technician Stepper. This stepper will guide technicians through accessing, managing, and resolving telecommunications related service requests.