Help Desk is the IT ticket system where you can submit tickets for the issues. To access and use the tool, you can go along with the following steps:
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1. Click the Sign In Button (top right of the screen)
   

2. Sign in with your Zoho Account clicking the Zoho logo as shown below.

                                                      

3. You can follow and create tickets in the Tickets section.

                                 

4. You can also submit a ticket directly Clicking “Submit a ticket".

5. You will find 2 Departments where you can submit tickets (Each department has their own form)

• Submit new ticket
• When it is needed to configure a device, provide credentials, reset a password, receive assistance with software or hardware issues, etc.
• Clients are not going to submit tickets in this department. If Sales team receives a Client Incident related to IT, you as Sales team should create the ticket so we can proceed with it accordingly.

• Give us your Feedback
• To provide your opinion about Help Desk performance.

6. The “Source” field is in the Submit new ticket department, it indicates whether the ticket is being submitted for a client or an employee.

7. In The “Ticket Category” field, you'll be prompted to choose from a list of categories. Then, in the "Request" field, select the specific case that best fits your needs. Requests are dependent upon Ticket Category, hence select Ticket Category first. Below is the list for your reference: 
   

   Ticket Category	Request
   User management Support (AD/ Entra AD)	Onboarding request
   	Offboarding request
   	Sign-in issues
   	Credential reset
   	Service account creation (testing)
   	Email delegation
   Server / OS Support	Server access (VM)
   	Server OS update
   	Server (VM) management (create, update, delete)
   	Operating system failure
   Business Compass Support	BC environment setup
   	CI/CD Pipeline configuration change (create, update, delete)
   	VM access
   	BC code/configuration change (IIS, Keycloak, PostgreSQL)
   Drata Support	Device configuration issue
   	Policy-related issues
   Device Support	Device configuration issue (HDD encryption failed)
   	Device sign-in failed
   	New device/hardware request
   	Hardware issues
   	Malware or virus infection on a device
   Rippling Support	Rippling payroll issue
   	Rippling device issue
   	Device removal from Rippling
   	Rippling software configuration issue
   	Rippling policy issue
   	Bitlocker issue
   Cloudflare Support	DNS change for a domain
   	Add new domain
   	Edge certificate configurations for domains
   Software Support	Setup new environment
   	Update an environment
   	Delete an environment
   	Product configuration changes (change, update, enable)
   	Product access management
   	Product license management
   	App that fails to open
   	Problem with SharePoint/OneDrive
   	Unable to connect to VPN
   GoDaddy Support	Purchase new domain
   	Change nameservers
   	Change DNS settings
   Zoho Support	Zoho app access
   	Update user
   Security Support	Phishing email reports
   Other	Others

   
   
8. For the “Description” field you can include the following information for incidents or issues. 
   

• Product version number (if available)
• Problem

example: "we see error code/message", "function that is failing"

• Steps to reproduce

example: "tried restarting", "collected the trace"

• Suggestions/Answers you seek

example: "workaround", "help", "advise", "explanation", "how to"

• Expected outcome

example: "reset password", "send replacement", "analyze diagnostic output"

8. The “Impact” field refers to how the issue or request affects regular work activities, particularly if it prevents the person from continuing their tasks. Based on the impact you select, we prioritize the ticket and set the appropriate resolution time (due date) according to our service levels.
   

   Impact Level	Impact Description	Resolve Within	Operational Hours
   1	Critical impact (Complete loss of ability to perform)	12 Hours	Business Hours
   2	Significant impact (Any loss of ability to perform)	2 Days	Business Hours
   3	Minor impact (Slight loss of ability to perform)	8 Days	Business Hours
   4	Minimal impact (How-to questions, minor problems)	15 Days	Business Hours
   None	No impact selected	15 Days	Business Hours

   
   

9. The “Priority” field relates to time sensitivity. It is only used for client tickets, as some requests may need to be prioritized based on client urgency.
   
   

     Best practices for using the help desk ticketing system

     To ensure efficient handling of your IT requests and a faster resolution time, please follow these best practices when submitting a ticket:

1. Select the correct category: Carefully review the available categories and choose the one that best matches your issue. This helps to direct your request to the right IT team member/ agent.
   
2. Provide a clear and detailed description: Include all relevant details to avoid unnecessary follow-ups and delays in troubleshooting.
   
3. Attach supporting files: If applicable, attach screenshots, error messages, or relevant documents to provide additional context.
   
4. Submit one ticket per issue: Avoid submitting multiple tickets for the same problem. The IT Help desk system will track and update you on the resolution progress.
   
5. Following these steps will help streamline the support process and ensure that IT concerns are resolved as efficiently as possible.
   

Notes

• Once you have submitted a ticket you will receive a confirmation email, which means the IT team will take care of it.
• As soon as your ticket has been assigned you will receive an email indicating to you the person or team assigned.
• When the ticket has been completed and closed, you will receive another confirmation email, giving you information about the closing ticket and asking for your customer rate by clicking the link as shown below