Frequently Asked Question
How to create and track IT helpdesk tickets
Contents
- Before creating a ticket
- Creating a ticket
- Selecting a help topic
- Entering ticket information
- Tracking a ticket
Overview
You can request assistance from the IT team by submitting a helpdesk ticket. This will alert the department to your problem and a member of the team will contact you to resolve the issue. You can also use the ticketing system to suggest changes for IT, Cache and Jericho. This guide will outline the process for creating a ticket and tracking its progress.
- Before creating a ticket
Check if your problem is a known issue that we have provided a guide for. Guides and FAQ’S can be found in the Goodfellow IT Support Knowledgebase. This directory can be accessed through the IT support webpage or by following this link. We suggest you bookmark this link. Goodfellow IT Helpdesk (goodfellowgroup.com)
2. Creating a ticket
IT tickets are also created on the Goodfellow IT Support Webpage. To create a ticket, click the open a new ticket button on the IT Support Webpage. This page can also be accessed through the Goodfellow hub. To access the ticket system through Goodfellow hub take the following steps. Go to the Goodfellow Hub page. Scroll down to the quick links section. Click the link called ‘Log an IT Helpdesk Case’. It is also possible for users to raise tickets via the ithelpdesk@goodfellow.com
and jericho@goodfellow.com email addresses.
You may be asked to sign in after clicking a link to open a new ticket. Do this by clicking the sign in button. Your username will be your last name followed by your initial e.g., smithj and the password will be your Microsoft password that you use to log into your laptop. Once logged in you will see the following screen
3. Selecting a Help Topic
To begin creating a ticket you must select a help topic. This section will help you select the appropriate help topic. Choosing the right help topic will allows us to quickly assign the issue to the right support personnel. Topics fall into three categories. Problems, change requests and staff changes. The categories are briefly outlined below.
3a. Problems
If you have a problem that you need help with then you will choose one of the four problem related help topics. You can submit tickets for IT problems, Cache problems, Jericho problems and website problems by selecting the respective help topic. For example, if you had a problem with Cache, you would select the ‘report a Cache problem’ help topic. You will find some examples of which problems belong to which help topic below.
Report an IT problem
Hardware problems e.g., laptop screen is broken, laptop will not turn on, Mitel phone is not working etc
Software problem e.g., an application excluding Cache and Jericoh is not working correctly
Network problems e.g., you cannot connect to the internet, you cannot see the P: drive etc
Account problems e.g., you cannot log into your laptop/teams/outlook etc
Password problems e.g., you have forgotten your password etc
Fob problems e.g., your fob is not working
Report a Cache problem
Cache printing problems e.g., labels or packing info are not printing correctly.
Cache errors e.g., a cache function is not working
Cache account problems e.g., you are locked out of your account
Imail problems e.g., you cannot receive Imail from Cache
Cache Licence problems e.g., Cache is not licenced on your laptop
Any other problems that are related to Cache
Report a Jericho problem
Jericho access problems e.g., you cannot access the required information
Pricing problems
Jericho import problems
Any other problems that relate to Jericho
Report a website problem
Information on the website is incorrect
Account problems e.g., you cannot login to the website, one of your customers is struggling with their account.
You cannot access the website
3b. Change requests
The second category of help tickets are change requests. Users can submit change request tickets for both Cache and Jericho. The purpose of this ticket is to alert the IT department to a Cache or Jericho change that you would like to see. Changes may relate to an issue or amendment that you are having. We would also like to hear if there are any ways that you feel we could improve how Cache and Jericho perform. The change request form is the ideal place to suggest improvements. When you create a change request ticket you will see a template like the one pictured below. This template allows us easily to determine the nature of your request and streamline the department’s response.
3c. Staff Changes and IT requests
The final category of help ticket relates to staff changes and IT requests. The ‘New Starter’ and ‘Leaver’ tickets will usually be completed by staff in our HR department. Both options bring up a template that helps the IT department to obtain all the relevant information. The final ticket in this category is the IT request. This ticket allows staff members to make a variety of requests to the IT team. For example, you may need a headset for your desk, or a staff member is going to be hybrid working and requires a work from home set up. Any IT need that is not a problem should be made via the IT request ticket.
4. Entering Ticket Information
You will be brought to a ticket template once you have selected your help topic. Filling out all the sections of the template will allow the IT Team to diagnose and address your request effectively.
Ticket Priority Levels
Users must select a priority level for their ticket. The priority system allows the IT team to address the most business-critical issues first. Selecting the correct priority level will help to streamline the system and ensure that all tickets can be addressed in the most efficient and timely manner. A description of the 4 priority levels is given below. Please follow this guide when setting a ticket priority level.
Low- This priority level is for general issues that have little to no business impact. This priority level will cover IT questions, quality of life suggestions, equipment requests and any other minor issue.
Normal- This priority level is for issues that are affecting single users. This could be degraded service, troubleshooting or support requests, account problems or any other issue that is having a small to moderate impact upon the business.
High- This priority level is for issues that are affecting multiple users or a single department. These issues will likely have a moderate to high impact on the business.
Emergency- This priority level is reserved for business-critical failures. They represent issues for which no workaround exists or for sever outages and system failures.
You can click the create ticket button to submit your ticket to the helpdesk.
Clicking on the ticket number takes you to the following page. This page shows your ticket status and any messages from the IT team. You should also be notified by email when a member of the team responds. If you have submitted a ticket and would like to know its status, please check on the IT Support page before contacting the IT department.