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Submitting Help Desk Tickets in the Kayako System
Posted by John Sanders on 23 January 2018 10:42 AM

Background

 

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:  

  1. Click on the "Login" button in the upper-right of the page. Enter your user name and password.  

 

 

 

  1. Click on “Submit a Ticket”. 

 
 

  1. For all computer or technology problems, select "I.T." 
    For web corrections or changes, select Communications. 


 

 

 

 

 

 

  1. Enter your ticket details.  

(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. 

 

 

  1. Press the Submit button. 
     

  1. You will see a confirmation of your submitted ticket, along with some brief detail (as seen below). 

     
     
     
      

  1. In addition, you will receive an email confirmation of the submitted ticket. 

 

 

Maintained by the IT Help Desk - Last revised 7/23/15.


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