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 second tab from the left at the bottom of the screen titled Tickets. You will be able to sort all of your tickets by clicking the top drop-down bar.
5. The options for sorting are Due by time, Date Created, and Last Modified. It will usually default to Date Created.
6. Back on the normal Tickets page, there is a small plus button at the bottom right. By clicking on it, you will see two options, the first is to Report incident and the second is to Request item. The Report incident is to be used when you are submitting a ticket for an issue with something you already have. If you are looking for something new, you would go to the Request Item button. Click Report incident.
7. 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.
8. After you enter the requester, make sure to add an accurate Subject.
9. In the Description, please explain the issue that you are having in detail so that we are better able to assist you quickly.
10. 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.
11. 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.
12. 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.
13. In the normal Ticket section, you will now see the ticket you just submitted with critical information showing. It shows the number of the ticket, the title, and how long ago it was created at the top. Next is the Status, which in this case is Being Processed since it was just created. The Agent name will be updated once someone is assigned to it, but for now it says no agent. There will be a bottom tickertape that states that the ticket was created successfully. Note: you are still able to sort the tickets just as you have previously. This example stayed on Date Created since it is the most helpful for most tickets.
14. If you click on the ticket from the previous step, you will be able to see all the information from your ticket and any new updates that occur. There is now an agent assigned, as you can see under the section Agent name. You will again see your description, and underneath that will be any updates. This example shows what it would look like if an agent were to reply to a ticket.
15. 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.
16. Once you do that, a Reply box will pop up where you can type your response and it will send when you click Done.
17. If you would like to exit the ticket view, you can click the back arrow at the top left to view all your tickets.
18. The ticket will be updated with any changes in Agent, Status, and other critical information from this view.
19. After you have that ticket closed or have no tickets open, you will have the option to View all tickets.
20. 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 ethe status will be updated to say that is has been Closed.
