How to Submit a Ticket
Before submitting a ticket for an issue with a current device or software that you have, please visit the Help Desk Solution Articles page on the ticketing portal. Please view the solution article titled How to View and Search Help Desk Solution Articles for help with this.
1. If you are still having issues and need additional support even after searching through the Solution Articles, please go to the Help Desk Portal at ithelpdesk.tweetgarot.com and click the Login button in the upper right-hand corner.
2. Log in using your Tweet/Garot email and password, and approve the Duo Push on your phone to confirm it is you logging in.
3. Once you are signed in, you should see the homepage for the portal with four buttons underneath a search bar.
4. Select the option to Submit a Ticket under the search bar.
5. If you are not at the home page and wish to submit a ticket, select the +New button to the right of the search bar on the top of the screen. Then select Submit a Ticket. Both will lead you to the same form to fill out.
6. Once at the Submit a Ticket page, make sure that your email is at the top under the Search a requester section. You can search for your name by clicking in the box and typing it. If you are signed in, it will autofill with your email, and you can move on to the next step.
7. The next step is to fill out the Subject with a brief overview of your problem. Please do not enter non-informational sayings, such as “help” or “screenshot”. This will delay your service since we will not know what the problem is about and will make it harder to help you. The subject is our first introduction to your problem and can be as simple as saying “Vista issue”. It does not have to be extremely descriptive, as that is what the next section is for.
8. Once you finish typing the Subject and click into the Description box, the system will search our Solution Articles for anything that matches your subject and will show them on the right-hand side of the screen. This is part of the reason why having an accurate subject is so important, as well as it can help you solve the issue quicker without having to wait for us to troubleshoot the problem.
9. The Description is where you will describe the issue or problem in more detail than what was listed in the subject. Please include when the issue started, how you have been dealing with it, where you are working (in the field, at home, in one of the offices), and details about the issue itself. This will help speed up the process of troubleshooting if we have more information to start. You have the option to Attach a file underneath the Description, and this can be used to add screenshots and other relevant photos of the issue. There is a size limit, so please be mindful of that.
10. Your ticket should now have three of the sections filled out and should look like the picture to the right, but with your information instead.
11. After you have finished typing all the information in, you will move down to the three drop-down boxes below that. Starting with the Category box, this is where you will select what category or genre your issue falls under. Please scroll to find the appropriate category for your issue or start typing it; if you are unsure of what category it falls under, you can select Unspecified/Other. Please try to find the best category for your issue as this will aid our process of helping solve the problem.
12. The next drop-down box is regarding Urgency. Three options should show up, and you should choose which statement best reflects your issue. Please be honest with your choice.
13. The last drop-down box is for Impact. Just like the Urgency drop-down, you will be given three statements and you should choose the option that best fits your issue. Please be honest with this choice as well.
14. After everything is filled out you are ready to submit your ticket. Remember that all options with a red * mean that it is required. Click the Submit button on the bottom right of the screen; you may need to scroll down to see it.
If you encounter any issues or have any questions, please let us know by submitting a ticket via the portal or calling the Help Desk line at (920) 498-7698.