Service desk - How to use the Service Desk
Welcome to the service desk! Our service desk, powered by Freshservice, is here to assist with a range of requests across our organisation. This guide will help you log in, search for answers, browse helpful articles, report issues, and request services.
Logging In
To start, log in to the service desk by clicking Login in the top right corner.
This ensures that the system knows who you are and can offer appropriate options to match your location or role.
Using the Search Feature
The Search bar can help you find answers quickly. The search feature can:
Look through help articles across all departments that may assist you to resolve your issue yourself
Display previous requests you’ve submitted, so you can track the status and details of your tickets.
Suggest related topics based on your search terms, helping you find information even if you’re unsure what to search for.
Just type keywords related to your question (e.g., “payroll,” “password,” or “compass”), and browse the results.
Browsing Help Articles
Before submitting a request, check out our help articles:
Navigate to the Browse help articles section.
Search for articles related to common questions or procedures.
You may find the information you need without submitting a ticket, saving you time.
Requesting a Service (Service Request)
If you need access to a new service, please Request a service. This covers a variety of requests that we can provide. Steps to Request a Service:
Go to Request a Service on the service desk portal.
Browse the Service Catalog categories to find the right service
Select the appropriate service, fill in the required information, and submit your request.
This list is growing all the time but may not cover all services yet. If you can’t find a service that matches what you are looking for, please Report an issue to the department that provides that service.
Reporting an Issue (Incident)
If you encounter a technical problem or issue with services we provide, you can Report an issue.
Steps to Report an Issue:
Select Report an Issue on the service desk home page.
Choose the Workspace that best aligns with your request:
Each form is tailored to suit the requirements of each team. Fill in the details of your issue, including a clear description and any relevant information. Attach screenshots if needed to help the support team understand the problem.
Note: Selecting the correct workspace ensures your request is directed to the right team. If you are not sure which department to direct your ticket to, please refer to the following article: Service desk - which workspace do I send my ticket to.
Finding your tickets
Your open tickets will appear at the bottom of the front page of the service desk. By default it will display your open tickets, to view all tickets click the “VIEW ALL” link at the bottom and then use the dropdown box at top to select what tickets you want to display.
Responding to Tickets
For both service requests and issue tickets, you will receive an email confirmation when you submit the ticket. You can also find your open tickets on the Service Desk front page. You can communicate with agents either through the service desk, or by replying to email notifications.
When responding via the service desk:
Find and open the ticket you want to respond via the service desk
Click Reply in the top right corner
Enter your response, include any attachments and/or screenshots
Press Send
When responding via email:
Select Reply all and leave the subject line as is. This ensures that the ticket will be updated correctly and prevents duplicate tickets.
Enter your response, include any attachments and/or screenshots
Press Send
When you are happy with the solution - notify the agent with a response. You can also close the ticket using the “Mark as closed” option on the support portal.
Need Additional Help?
Please see these additional resources we have available to assist.
