Making Help Desk work for you Part 3

Last part of the this series is on how to communicate with help desk.

Once you have created a help desk ticket the next important function help desk serves is a way to communicate with the IT department about your tickets.

If you login to help desk at the top you will see tabs like the one below.

If you click on "History" it will bring up all of your tickets for you to view.

As you can see we have two closed tickets and on new ticket, now let's see how it looks when the IT department replies to the ticket.

As you see the status has switched from "New" to "Client update needed ( 3 day autoclose)" So that means that there has been a change to Chuck's Ticket. Now he should have gotten an email from help desk to his Microsoft Office account but for now just click on the ticket to open it up and read what was added to the ticket.

So you can see that I (Andrew) had replied to the ticket with a comment under the "Activity" Section. Say that the note actually resolved the issue and Chuck Norris got the sound working now what?

Well all he would do is to make a comment saying that it was fixed and where it says "Was your issue resolved?" he would click "Yes" and then the ticket will close.

But let us continue and say it didn't work, Chuck will make a comment and click on the '+' symbol to save.

As you can see the status of the ticket has changed to "Client has updated ticket" and you can see the comment Chuck has made regarding the issue. 

Now this is not the only way to respond to a ticket, the other way is through email. 

Remember that all help desk tickets go through your Microsoft Outlook (@lrcsd.ca) account because help desk authenticates with Microsoft AD and that is tied to your Office 365 account (@lrcsd.ca).