Welcome to our Help Desk! Our ticketing system is designed to make it easy for you to report issues, request services, or get answers to your questions. Here’s a quick guide to help you understand the categories, subcategories, and classifications we use so you can submit tickets accurately and get the support you need as quickly as possible.

 

Step 1: Choosing the Right Category

The first step is to choose a Category that best matches your issue or request. Selecting the right category helps us route your ticket to the appropriate support team. Here are the main categories you can choose from:

·       General: For issues that don’t fit into any other category. Use this if you’re unsure which category to choose.

·       Hardware: For any physical device issues, like computer problems, printer issues, or mobile device malfunctions.

·       Software: For issues with applications, including email, productivity tools, or custom software.

·       Network: For internet connectivity issues, VPN access, or WiFi connectivity.

·       Security: For anything related to antivirus, permissions, or data security concerns.

Example: If you’re having trouble connecting to WiFi, select Network as the category.

 

Step 2: Selecting a Subcategory

Once you’ve chosen a category, you’ll see a list of Subcategories. These options help specify the issue further, making it easier for us to understand and resolve it. Here’s a breakdown of some common subcategories under each main category:

·       General:

◦        Windows

◦        MacOS

◦        Linux

·       Hardware:

◦        Computer

◦        Printer

◦        Mobile Device

·       Software:

◦        Email

◦        Productivity Tools (e.g., Office, Google Workspace)

◦        Custom Apps

·       Network:

◦        Internet

◦        VPN

◦        WiFi

·       Security:

◦        Antivirus

◦        Permissions

◦        Data Protection

Example: If you’re having trouble with Microsoft Outlook, select Software > Email.

 

Step 3: Choosing the Right Classification

Finally, select a Classification to indicate the type of help you need. This helps us prioritize your ticket and address it in the most effective way.

·       Incident: For issues that are unexpected and disrupt your work (e.g., a system crash).

·       Service Request: For requests that aren’t urgent, like a software installation or new account setup.

·       Question: For inquiries or requests for information.

·       Alert: For system alerts that may require our attention but aren’t causing immediate problems.

·       Problem: For ongoing or known issues that require long-term solutions.

Example: If your computer suddenly stops working, select Incident as the classification. If you’re requesting new software, choose Service Request.

 

Tips for Submitting a Ticket 

·       Provide Details: The more details you provide, the better we can assist you. Include information like error messages, steps you’ve taken, or screenshots if possible.

·       Use Accurate Classifications: Correctly classifying your issue helps us prioritize effectively.

·       Reach Out if Unsure: If you’re not sure which category or classification to choose, don’t worry! Just provide as much detail as you can, and our team will handle the rest.

 

We’re Here to Help!

Our goal is to resolve your issues as quickly and efficiently as possible. By following this guide, you’ll help us provide you with faster, more effective support.

 

Thank you for using our Help Desk, and feel free to reach out if you have any questions!