How To Raise Tickets On The Helpdesk
- Via the web portal
- Go to https://support.ippf.org/support/tickets/new . Please bookmark this link in the browser.
- You will get the following page:
- Enter all the mandatory fields, attach any screenshots of the error message, if needed, tick the I’m not a robot box and click Submit.
- The software will automatically search the existing Knowledge Base articles to check keywords in the ticket and present links to articles in the right-hand pane which might help you solve the problem.
- Once the ticket is raised, you will get email notifications to let you know that it’s been received, when it’s been assigned to an agent, when any updates are added and when the ticket is closed.
- If the problem re-occurs after a ticket has been closed, you can reply to the email notification which will then send an email to the agent, who will re-open the ticket.
- Via Servicebot for Microsoft Teams
- Tickets can also be raised via the ServiceBot app in Microsoft Teams.
- Open the desktop version of Microsoft Teams.
- Click Apps from the left-hand pane of Teams, type in servicebot and it will appear in the adjacent section (as shown below). Click Open and it will be added to the left-hand pane.
- Next, right click the Servicebot icon in the left-hand pane, and click Pin.
- When you click the icon, you will see the following message:
- When moving the mouse cursor over this message box, you will see the following:
- You can choose Create a Freshservice Ticket and submit your request this way, as well, which can be quicker.
- You can also, check the status of your previously raised tickets by clicking the Requested by me button.
- If you are a support agent, you can click the Assigned to me button to check all the tickets assigned to your queue.
You can email support@ippf.org with the details of the issue and any attachments and it will raise a ticket on the helpdesk, which will be assigned to an agent.