How to submit a ticket

How to submit a ticket

Help Desk is the IT ticket system Where you can request services or report an Incident. To access and use the tool, you can go along with the following steps:

 
  1. Click the Sign In Button (top right of the screen)


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

                                                      
                                      

 

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

  1. You can also submit a ticket directly Clicking “Submit a ticket

                                            

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

           


  • Report an Incident
    • When you or Clients are experiencing issues and you need IT Support.
    • Clients are not going to submit tickets during this first release. If Sales team receives a Client Incident related to IT, you as Sales team should create the ticket so we can proceed with it .

 

  • Request New Service
    • When you need something new to be provided. It could be an environment, PoC, Hardware or software request, New hire credentials, reset password…

 

  1. You will find the field “Source” in each department, it’s related if the Incident or request is related to a Client or Internal.

 

  1. For the description Field you can Include the following Information for Incidents
  • 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"

 

  1. The Field “Impact” Is related to how the incident affect the normal work development and the inability to continue working.

 

  1. The Field “Priority” is related to the relevance in time even for incident or request service.
  • Note: “Priority” is only used for Clients tickets, because it could be needed to prioritize some Clients requirements.

  • Once you have submitted a ticket you will receive a Confirmation email, and IT team will take care of it.
  1. As soon as your ticket has been assigned you will receive an Email telling you the person or team assigned
  1. When the ticket has been completed and Close, you will receive an Email, informing you about the closing ticket and asking for your customer rate by clicking the link as shown below