Help Desk Documentation: Tips and Tricks



Help Desk Documentation: Tips and Tricks

Hover your mouse arrow over most Buttons or Icons on any help desk screen and a small pop-up window will appear that briefly describes the use of that Button or Icon.

Once you log-in to the Help Desk a session is opened with our server and you are given up to 15 minutes to submit some kind of action. If the server recognizes does not recognize any activity, your session will be timed out. Activity is recognized as clicking on a button to edit a ticket, move to another part of the helpdesk, send a communication, or clicking the ‘Update Screen’ button. Just typing in a field does not constitute an action.

At the top of each ticket detail screen, just below the ticket title you will see the ticket ID number, the date /time the ticket was created and the name of the person who was logged in when the ticket was created. If (CCCOE) appears in parenthesis located to the right of the login name, it means that a CCCOE technician created the ticket for that person.

Whenever you wish to exit the helpdesk screen, please click the ‘Logout Button’. This will close your open session with our server. If you do not see a logout button at the top or bottom of your screen, please hit the ‘Cancel’ button, which will take you to a screen that does have a ‘Logout’ button.

You can log into the helpdesk to check what is going on with your tickets at anytime from any location as long as you have access to a browser and have Internet access.

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