How to use the digital services helpdesk
How do I access the digital services helpdesk?
Please follow this link to the helpdesk: Homepage | Digital Services Helpdesk
Do I need to login?
No, but to access full features, we recommend you use the following link to login: Login | Digital Services Helpdesk
Login Options
We recommend you use your Hartpury email address and password to login if you have one. Your account is already setup for you do you don't need to sign up, just click the 'Login with your Hartpury Email' button
I don't have a Hartpury email address / I'm locked out of my Hartpury email
If you are locked out of your Hartpury email account, are a parent or third party without a Hartpury email address, follow this link to sign up and login with your own email address: Sign Up | Digital Services Helpdesk
What are the benefits of logging in?
- A full list of knowledge base articles (some are secured to only be available to staff and students when logged in with their Hartpury email address)
- Service requests - a full list of all types of requests that can be made from the Digital Services teams
- Viewing a list of all tickets you've raised (and in some cases, your team too)
- Managing and responding to any tickets
How can I raise a ticket?
Take a look at the following article which provides full information for how you can raise a ticket: Create a new ticket | Digital Services Helpdesk
What happens when I raise a ticket (for an issue or service request)?
- When you submit a ticket for an issue or a service request, you will receive an email acknowledging that your ticket has been created, providing you with the ID for the ticket (for reference) and a link to your ticket to view the full detail on the portal.
- If you reply to the email, a comment will be added to the ticket for the team to see.
- When someone from the team replies to your ticket, you will receive an email with the details of the comment.
- You can cc any individuals you wish to as you would with any email, and they will subsequently receive emails when there are any comments from you or the agent handling the ticket. They will also be able to reply and contribute to the ticket too. Please do not however cc individual or group emails in the Digital Services teams you're working with as they will already be able to see the ticket.
How can I view my tickets?
To learn how you can view or manage any tickets that you or your team have raised, please view the following article: How can I view/manage my tickets? | Digital Services Helpdesk
How do I reply to a ticket or chase it up?
If you would like to add more information to a ticket, or find out what the latest status is, please refer to this article to learn what your options are: How do I reply to a ticket or chase it up? | Digital Services Helpdesk