This guide provides a step-by-step process for students, faculty, and staff to submit a support ticket quickly and easily using the Ticket Wizard.
Start a New Ticket: Navigate to the dashboard and click the New Ticket button, located at the top of the left-side navigation menu or in the "My Recent Tickets" section.
Choose a Category: Select the category that best describes your issue to route the ticket to the correct team.
Common Categories: Devices/Hardware (for physical device problems), Software/Online Systems (for issues with applications and online services), Network/Wi-Fi (for internet connectivity problems), and Facilities (for building/grounds/non-IT issues, if the Facilities module is active).
Note: The system automatically sets the ticket location to match the device or asset's stored location; ensure this location data is correct before proceeding.
Refine Your Submission: Provide more specific details about the issue, including the specific hardware or software involved. Select a specific problem category from the list, choose Issue not Listed if necessary, or use the search bar to find the correct problem category.
Describe and Submit Your Ticket: Provide a detailed description in the dialog box, including what happened, any error messages, and the steps you've already taken to fix the issue. Set the ticket's urgency and specify if it contains sensitive student information (PII). Ensure all district-required fields (marked with a red asterisk *) are filled before clicking Submit Ticket.
Confirmation: After submission, the page will redirect to the Ticket Details page, and you will receive a confirmation email with your ticket number and a link to view its status.
