How can I view/manage my tickets? Each time you log a ticket, or someone provides a response to you, you will receive an email about that ticket. You can reply to the email at any time and it will add your comments to the ticket thread for the agent responsible for working on it. Alternatively, you can view a full list of all open issues and requests on the Digital Services Helpdesk Portal - Home Page | Digital Services Helpdesk Ensure you are logged in first, and scroll to the bottom of the page, where you will see your most recent ticket(s): If you click the 'View all' link, you will see a full list of all tickets that you have open. Alternatively, click this link to navigate straight to this page: All Tickets | Digital Services Helpdesk Use the filters to help find the tickets you want to see. You have options to find see any tickets that are open, resolved / closed, or that have been shared with you by someone else. By default, you will be shown tickets that you have created, but you may also be able to view other tickets from people in your team. If you cannot see these, please submit a ticket to request that your FreshService account permissions are changed to view all tickets from your team. When you click on a ticket in the list, you will be able to view the full detail of the ticket and any comments that have been made by you, the agent(s) working on the ticket or anyone else that has been cc'd/had the ticket shared. Some things to note: The ticket ID is showing in the breadcrumbs at the top of the ticket You can see when the ticket was created and how it was created. If you'd like to include another member of the team on the ticket to view the details and collaborate, you can click 'Add CC' and add the email address of the person/people you wish to be included. The details of the ticket and comments are shown chronologically with oldest through to newest down the page. In the panel on the right hand side, there is some basic information about the ticket which helps us to manage the workload. The agent, is the member of staff in Digital Services that has responsibility for working with you on the ticket. This may change as it's passed around different skillsets or staff are on holiday. However, all members of the team are able to see the tickets for a team, including the team leader, so all information is transparent. You can use the text box at the bottom of the page to add more information, attachments or comments at any time. Or alternatively, reply to the email thread and this will also perform the same action. If you'd like someone to be cc'd on a ticket, please ensure that you first add them as a cc at the top of the ticket before you then reply. Alternatively, reply to the email thread and add them as a cc on the email. If you're happy that a ticket is no longer needed, you can mark it as closed using the button at the top of the page. An agent, when they believe that your issue is resolved will send you a message to say that they have provided a resolution and mark the issue as resolved. If there are no further responses to say that there are remaining issues, a ticket will automatically be closed after 7 days of no activity in a resolved status and then any further feedback will need to be raised under a new ticket.
