by Kayako fusion
Submitting Help Desk Tickets in the Kayako System
Posted by John Sanders, Last modified by John Sanders on 23 January 2018 10:42 AM
Creating a Help Ticket ensures that any technical issue or question you bring forward is answered in a timely and professional manner. Please see the following guide to enhance your knowledge of this process and make the most of our versatile system!
Creating and Submitting Tickets
To create and submit a Help Desk ticket using the Kayako system, go to:
(A) Priority: leave this as "Normal".
(B) Contact Phone: Enter your 4-digit office extension or a cell phone number (with area code).
(C) Building: Select building where problem is occurring from drop down menu.
(D) Room: Specify the room number or name. Leave blank for off-campus locations.
(E) Room Type: Select room type from drop down menu.
(F) Equipment Type: If the problem is computer-related, please specify the computer type (e.g. PC, or Mac). For other kinds of devices, please specify. For example, if you're having phone problems, choose "phone".
(G) Student? - Please choose "Y" if student is experiencing the problem, otherwise choose "N".
(H) Subject - Please use a simple phrase to indicate the overall problem. Examples include: "Can't send email", "Computer won't turn on", or "Phone doesn't work, all lights orange".
(I) Details: Please provide as much detail as possible about the problem or issue. If you can, use the "Attach Files" feature to add screenshots of the problem.
Maintained by the IT Help Desk - Last revised 7/23/15.