ITS Helpdesk

Phone: 810.762.3123 opt. 1 - Email: ITSHelpdesk@umflint.edu

Accessing and Using the ITS Helpdesk Support Center

Last Updated: Oct 15, 2018 08:29AM EDT

Intended Audience

This Quicknote is intended for current faculty, staff, and students who would like to utilize the ITS Helpdesk Support Center to create, view, update or resolve tickets.

Requirements

To follow this Quicknote you will need to have a current affiliation with the University and have access to your campus computing account.

Creating, Viewing, Updating, or Resolving a Ticket

Accessing My Cases:

  1. Navigate to https://helpdesk.umflint.edu/
  2. Click Login in the upper right corner of the window, above the Search button.
  3. Login using your Uniqname and UM-Flint Password.
    • You will now see the Helpdesk Support Center page again with a My Cases option available in the top bar.
  4. Click My Cases
    • You will now see all of the cases that you are listed as the contact on.

 To Create a New Case:

  1. Navigating to the Contact Us form:
    • Option 1:
      1. Navigate to https://helpdesk.umflint.edu/
      2. Click Contact Us in the top bar, just below the ITS Helpdesk Contact Information
    • Option 2:
      1. From the My Cases page, click Create a New Case on the right side of the screen, this will take you to the Contact Us form.
  2. Once in the Contact Us form please provide as much information as possible about your problem. Including any helpful documents or screenshots would be much appreciated.
  3. Once you have typed all necessary information and uploaded any photos or documents, fill out the reCaptcha and click Send Email.
  4. You will now be provided with some Quicknotes that might help solve your problem.  If none of these appear to solve your problem or answer your question, click Send your email in this window.
  5. You will now receive a confirmation on the screen that your request has been submitted.  You will also receive an email confirmation shortly thereafter containing your ticket number for future reference.

  To View, Update, or Resolve a Ticket through the Support Center:

  • To View a Case:
    • From the My Cases page, click the title of the case you would like to view.
      • You will now be able to view the Case ID, Assigned Agent, Creation Date, Date of Last Update, and any interactions and notes on the case.
  • To Update a Case:
    • Once in the case details, type your message in the available dialogue box.  You may also add any attachments at this time. When you are complete, click Send. (See image above.)
  • To Resolve a Case:
    • Once in the case details of the case you wish to resolve, click the Update Status to Resolved button, found in the light blue bar to the right of the case title. You will now be redirected to the My Cases page where you can view all of your cases, including the one you just resolved.

Example Emails Sent By Desk

Customer Acknowledgment Email:

Case Update Email:

Case Resolved Email:

Troubleshooting

If you have any questions or experience any issues with this Quicknote, please visit or contact the ITS Helpdesk for assistance.

Locations: 206 Murchie Science Building or 3174 William S. White Building
Phone#: (810)-762-3123 (option 1)
Email: its-helpdesk@umflint.edu

0438193a176e19372b65cb7b8916ea64@umflint-its.desk-mail.com
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