Having a streamlined IT support process ensures that all requests are logged, tracked, and addressed efficiently. Below are the steps for using the IT Ticket System, along with key details to ensure a smooth workflow.
Why Use the IT Ticket System?
- Guaranteed Response: Tickets are logged, ensuring no requests are missed.
- Better Coverage: Zach D and Pat J monitor the ticket system, allowing for efficient task distribution and resolution.
- Efficient Workflow: Hundreds of system alert emails flood our inboxes daily, so individual requests sent directly to us can be easily overlooked.
- Accessibility: Zach and Pat are notified of tickets on their phones and can respond promptly, even when not at their desk.
For these reasons and many others, it’s essential to forward all IT-related requests to “IT” (ITHELP) rather than emailing Zach or Pat directly.
Email – The simplest way to open a ticket
- You can easily forward an email, or send a new email to the ticket system and a ticket will automatically be generated for you.
- To do this, simply forward an email or send a new email to: “IT” or “ITHELP”
- A ticket will be generated for you automatically.
- IMPORTANT: PLEASE DO NOT CC OTHERS ON YOUR EMAIL TO “IT”. EACH RESPONSE WILL GENERATE A NEW TICKET!
How to Access the IT Ticket System
If you choose to log in to the ticket system you are awarded additional benefits. You can open a ticket, see the status of an existing ticket, reference help articles, close a ticket, and more.
- Use your Desktop Shortcut: Click the desktop icon labeled “I.T. Help.”
- Visit the Web Address: Navigate to https://eriewaterworks.freshdesk.com/login.
How to Login to the Ticket System
- Click the: Are you a Customer “Login Here” Button:
- Do not attempt to enter a username or password in the email and password fields above. Freshdesk has confirmed these fields cannot be removed at this time.
- Enter Your Email Address:
- Type your work email address and click Next.
- Enter Your Network Password:
- Use the same password you use to log in to your computer.
- Click Log In to proceed.
Remember that using the ticket system ensures your requests are addressed promptly and allows for tracking progress and historical records.
Thank you for your cooperation in using the IT Ticket System to enhance our support processes!
