How can I manage Help Desk tickets?

Any user of your iAM Compliant account can now request help from someone at their location for any issues that they encounter via the Help Desk. This feature is really flexible and can be used however you would like; we think it works really well as an IT help desk, but you can choose your categories and tailor it to suit your organisation’s individual needs.

Anyone who is subscribed to email alerts will now be alerted to the new request. If no one is subscribed yet, then the email will be sent to the account owner. Check your notification preferences by heading to your profile and ensuring that the ‘receive emails notifying you of new help desk issues’ box is ticked.

Click into the ticket to view it and adjust any properties; decide on the category, change the urgency if necessary, and assign it to an eligible user to take care of. You can assign tickets to yourself, or to anyone who is a Facilities Staff user, Location Manager, or Account Owner. Assigning a ticket will notify the person via email.

If you need more information to be able to resolve the issue, or if you’d like to leave a note to add extra insight, you can add a comment which will be visible to everyone. The author of the ticket will be notified, and so will the person that is assigned to the ticket if that is someone other than you.

Once the issue is resolved, close the ticket and it will be taken out of your to do list. If you do need to reopen the ticket for whatever reason, you will be able to find it again by changing the filter to ‘closed’ tickets.