Introduction of Servis Desk
In this short course, we will demonstrate how to practically utilize the Service Desk portal for submitting your requests, along with practical tips that may prove useful to you when submitting requests.
How to submit tickets through IT Service Desk
Our IT support center allows you to specify what your request is about right from the start.
Request Selection
Support Request: Anything you need help with or guidance on from us.
Incident: Urgent issues with the platform - e.g., unable to load the Portal, platform not working, error messages appearing, or something behaving unexpectedly.
Feature Suggestion: Suggestions for new platform features or mobile applications.
Bug: A bug is an error or flaw in a software program that causes it to behave unexpectedly or produce incorrect results.
Ticket Submission
If, for example, I want to submit a support request, after clicking on this option, a form will appear.
1.Here you can see what type of request you are submitting, or you can choose another type of request.
2.You will choose who is creating the ticket (you can create a ticket on behalf of your colleague).
3.In the Subject field, you will fill in what your ticket is about.
4.In the Description field, provide a description of your problem or request. In the ticket, always provide as much information as possible, such as the device where the problem occurs, operating system, browser type, time and date of the problem, steps you have taken, and those that led to the problem. Proper and detailed submission significantly speeds up the processing of your issue. In the description, you can add links, format text, or send us a nice emoji. If you want to share the ticket with a colleague, you can mention them anywhere in the text by typing "@" followed by their name and then selecting the colleague from the menu that appears.
5.In the last part of the form, you can upload an attachment via the Browse button.
Submitting an incident is very similar. Here are two additional pieces of information to fill in.
Incident Submission
1.Here you can see what type of request you are submitting, or you can choose another type of request.
2.You will choose who is creating the ticket (you can create a ticket on behalf of your colleague)
3.In the Subject field, fill in what your ticket is about, and in the Description field, provide a description of your problem.
4.Severity of the problem - choose how serious the problem you are reporting is.
5.Specify here in which application the error occurs.
Notifications and Ticket Sharing
You can share the ticket by mentioning a colleague with the "@" symbol in the ticket description.
Another option to share the ticket will appear after its creation. In the right part of the interface, in the Shared with section, you can select a colleague or the entire organization.
WARNING: There is no confirmation of this action, so if you select a colleague or the entire company (ISIC Czechia), an email informing about the ticket sharing will be automatically sent to the selected colleague or the entire company!
After creating the ticket, you can see what happens to it directly in the Service Desk interface.
1.Here you can see the status of your ticket.
2.If you do not wish to receive notifications for your ticket, you can turn them off with the notifications on/off switch.
3.Type of Request
4.With whom you share the ticket
5.Through this column, you can add additional colleagues to share the ticket with.
Responses and Further Communication
1.In the thread of your ticket, you can see what actions have been taken.
2.If you want to add text or attachments to the ticket after its creation, simply insert them into a comment below the ticket. You can insert an attachment via the photo button.
3.Save everything with the Save button.
You can access your ticket interface easily through emails that come with the View request button.
Overview of Your Requests
Through the Request button in the top right corner of the interface, you can access an overview of all the tickets you have submitted or have been mentioned in.
When submitting a ticket, please always provide as much information as possible about your problem/request with all relevant details. We always welcome screen captures or videos to better understand how we can help you :-) Proper and detailed submission significantly speeds up the processing of your request.
If you have any questions about using the Service Desk, please contact @Nikoleta Perry .
Thank you, Your IT team