Using the SSD Help Center portal

Owned by William Johnson, created
Last updated: Jan 17, 2023
4 min read

This article will show how to submit a ticket to the service desk, how to check the status of a ticket using the service desk portal, and notifications you will receive.

SSD Help Center home screen

Each service desk has its own set of services they offer to SSD employees. It is recommended that you select one of the departments and browse the available services before making a selection. If you are not sure, you may always begin typing in the search.

There are four main sections of the SSD Help Center:

  • Requests - located in the top right corner of the screen and it gives the user access to the open requests they have across the SSD Help Center and the ability to see All tickets either closed or open.

 

  • Search - located in the top-center section of the screen. You may begin typing to narrow down a service you are needing help with. You may type partial or full words. This feature will not only search for services that are offered, but also knowledge base articles that may have been written to help guide the customer.

Frequently used - located below the search feature. This will display up to nine service desks and order them based on how many times you have interacted with each one. The most frequent is the top right and goes from right to left top to bottom. You may click on any service desk to bring up a list of services they provide.

 

Recently used forms - located below the frequently used section. It is determined by the user logged in and will display most recently submitted forms from your account. This will save you time searching or looking through the service desk categories in order to find your most recently submitted ticket types.

 

Submitting a ticket

  1. Use the search method to locate a service and click on a support project.

  2. On the next screen, the different services are grouped in categories. The services you need a request for are listed under the category title.

  3. Click on one of the categories to display the list of requests.

  4. Select a request from the available choices to bring up the request form.

  5. Fill out all the required fields on the form and click Send.

  6. Now the submitted request will display on the customer view.

Viewing, editing forms and adding comments to open requests

In order to view open requests, click on the Requests button and select Created by me.

Once on this screen, you have the ability to select any request across the service desk projects to view. You can also use the filters on the top to narrow down your selections.

Once a request is opened, it will be in a Viewing Form mode or details mode. If you see a Viewing Form label, then you may click the Edit button and make changes to the form if necessary. Once you are finished making changes, click the Save and Submit button to update the form.

If you do not need to make changes, but need to communicate with the service desk. You may leave a comment. Every time you leave a comment the status will change to Waiting for support.

If you do not see the status change right away, please refresh the browser.

You may also add attachments to any submitted issue. Click the comments section and then select the Files & images button in the toolbar. Locate the file you want to attach and click OK.

If you have a screenshot or image file, you may copy the image and then paste the image into the comment box to add the attachment as well.

Last, click the Save button to send the comment.