SWOCA's new Helpdesk is here!
Starting Monday, October 15, 2018
We heard you!
We are happy to tell you that on Monday, October 15th, SWOCA’s new helpdesk will go LIVE!
Your constructive feedback on surveys and in-person over the last year or two, about the current helpdesk, was the catalyst for this positive change, thank you!
A product of Solarwinds, the new helpdesk received very high marks from our pilot group of school district staff, for its ease of use. We believe that you will discover the same as we transition to the new system, please let us hear from you!
Creating a Ticket using the Portal
Once logged in to the portal, you will go to the page that allows you to create a ticket.
You will select your Request Type, add your Subject and Detail for the ticket. Once your Request Type is selected, you will then also see the option to add an attachment if needed.
You may also Carbon Copy others by adding their email in the Cc: section. This can be local co-workers, supervisors, etc.
Once your detail is entered you will simply SAVE to complete the ticket. A SWOCA technician will then acknowledge and process your ticket from there.
Navigating the Portal
This is a simple example of the customer view of the tickets they own. Tickets can be viewed from the HISTORY tab regardless of how the ticket was initially created (directly in the portal of by email).
As the customer, you will be able to check the status of your ticket, add notes/detail, view the history of other actions that have occurred and add attachments by ‘opening’ your ticket (by clicking on the blue box).
Using email to create your ticket
In keeping with past practices, you will also still have the option of creating a ticket using your email account. Simply email the appropriate group and the ticket will automatically be created.
Once the ticket is created, you will receive communication and updates via email and/or the Solarwinds portal. To check on the status of your ticket or view activity that may not be visible in the email, you can always login to SolarWinds and look at the History of the ticket.
Out with the old, in with the new!
SouthWest Ohio Computer Association
Website: www.swoca.net
Location: 3611 Hamilton Middletown Road, Hamilton, OH, USA
Phone: 513-867-1028