Accessing and Using the ITS Helpdesk Support Center

Intended Audience

This Quicknote is intended for current faculty, staff, and students who would like to utilize the ITS Helpdesk Support Center to create, view, update, or resolve tickets.

Requirements

To follow this Quicknote you will need to have a current affiliation with the University and have access to your campus computing account.

Creating, Viewing, Updating, or Resolving a Ticket

Accessing My Tickets:

1. Navigate to https://support.umflint.edu/
2. Click Login in the Navigation list on the right side of the window.
   
3. Login using your uniqname and current password.
   • You will now see the Helpdesk Support Center page again with a My Tickets option available under Submit Ticket in the middle of the page.
4. Click My Tickets
   
   
   
   • You will now see all of the tickets that you are listed as the contact on.
     
     

To Create a New Ticket:

1. Navigating to the Open New Ticket form:
   • Option 1:
     1. Navigate to https://support.umflint.edu/
     2. Click Submit Ticket in the white box, near the middle of the page just below Support Portal.
        
        
        
        
   • Option 2:
     1. From the My Tickets page, click Open New Ticket in the tan-colored box, this will take you to the Open New Ticket form.
        
        
2. Then select the Department in which you would like to create the ticket
3. Once in the Open New Ticket form please provide as much information as possible about your problem in the Message field. Including any helpful documents or screenshots would be much appreciated.
4. Once you have typed all necessary information and uploaded any photos or documents, check under the Subject line.
   
   
5. You will now be provided with some Quicknotes that might help solve your problem. If none of these appear to solve your problem or answer your question, click Submit in this window.
   
   
6. You will now receive a confirmation on the screen that your request has been submitted. You will also receive an email confirmation shortly thereafter containing your ticket number for future reference.

To View, Update, or Resolve a Ticket through the Support Center:

• To View a Ticket:
  • From the My Tickets page, click the title of the ticket you would like to view.
    • You will now be able to view the Ticket ID, Status, Submission Date, Date of the Last Reply, and any interactions and notes on the case.
      
      
      
      
• To Update a Ticket:
  • Once in the ticket details, type your message in the available dialogue box. You may also add any attachments at this time. When you are complete, click Post. (See image above.)
• To Resolve a Ticket:
  • Once in the ticket details of the ticket, you wish to resolve, click the Mark as Resolved button, found at the bottom of the page underneath the ticket. You will now be redirected to the My Tickets page where you can view all of your tickets, including the one you just resolved.
    

Example Emails Sent By SupportPal

Customer Acknowledgment Email:

Ticket Update Email:

Ticket Resolved Email:

Troubleshooting

If you have any questions or experience any issues with this Quicknote, please visit or contact the ITS Helpdesk for assistance.

Locations: 206 Murchie Science Building
Hours: go.umflint.edu/hours
Phone: (810) 762-3123 (Option 1)
Email: flint.its.support@umich.edu