How to Submit a Ticket in the App
This article is for submitting a ticket on the Freshservice app on your mobile device for both iPhones and Androids. See How to Submit a New Request in the App for information on New Service Request submittals.
1. On your phone, open the Freshservice app.
2. Make sure that you log in if you are not already by entering ithelpdesk.tweetgarot.com in the section titled Helpdesk URL and press next.
3. It may take some time to load, and once it does, log into your account. It will be your normal Tweet/Garot email and the normal email/computer log in password. You should receive a Duo push to verify your log in if you are not on the Tweet Garot wifi; approve the push to be logged in.
4. Once logged in, select the button for New Incident which is for any new Ticket you may need to submit for any current item or software you have.
5. This will bring up the typical boxes for a new ticket, where you will be able to enter the requester, add any necessary CCs, include the Subject, Description, Urgency, and Impact as described below.
6. After you enter the requester, make sure to add an accurate Subject.
7. In the Description, please explain the issue that you are having in detail so that we are better able to assist you quickly.
8. The next step would be filling out the Urgency of the ticket. You will have three options to choose from. Please choose the most accurate option for your situation.
9. Lastly, you will need to enter the Impact of the issue that you are writing the ticket for. There will again be three options; please choose the most accurate option for your situation.
10. You have the option to Attach Files by clicking on the paper clip in the top right corner as well, which will bring up the option to attach a file from your Gallery or Camera. After you have attached the files you want, and have filled out the rest of the boxes, you can press Done at the bottom of the screen to submit the ticket.
11. On the home screen at the bottom you can now see all your Open Tickets. By clicking the option to View All, you can see all your currently open tickets.
12. You can Sort the tickets by using the top dropdown, in this case it shows Date Created. All tickets will have a quick view that shows any agents assigned to the ticket under Agent Name, as well as the Status of the ticket, the title of the ticket, and the number of the ticket. Note: Until a ticket is assigned to an IT Agent, the Agent Name will say No Agent.
13. If you click into the ticket, you can see more detailed information on when the ticket was submitted, the status, and the agent it is assigned to. You will also be able to reply to the ticket or any comment by pressing the small arrow in the middle bottom of the screen. Once you do that, a Reply box will pop up where you can type your response and it will send when you click Done.
14. If you would like to exit the ticket view, you can click the back arrow at the top left to view all your tickets.
15. After you have that ticket closed or have no tickets open, you will have the option to View all tickets. This will show you all the tickets you have had in the past and you can view more information about it by clicking on the ticket you want, where the status will be updated to say that is has been Closed.
