July 2025 - New Ticket System Support Articles
July 2025
This month we are going to highlight a folder of Solution Articles listed on the IT Help Desk website. It will be in the side category for New Ticketing System Help. There are a few folders within there that break down the different aspects of the ticketing system.
We switched to the IT Portal system for tickets, requests, and solution articles in December of 2022. We went over it a bit with people at the time, but having a refresher can be useful. Since we no longer receive tickets submitted as an email, reviewing this folder can be helpful to see what you can do in the ticketing system.
The first of the folders is one titled Help Desk Solution Articles. The article(s) within this folder will help navigate through the solution articles we have available. With our solution articles, you do not need to sign in to see them, so those without a TG email will still be able to view solutions we have for issues they may be having. This is the only section of the IT Portal that can be seen without signing in.
The folder to the right of that is for Submit a Ticket. These articles will go through how to view and submit a ticket on our portal. Using the ticketing system and calling are the only ways to open a ticket, so this can be very helpful to review.
The next down is a folder for New Requests. These articles walk through the various requests that are available for end users to request. This section is updated frequently for costs, hardware, software, services, and other useful items that are requested often. If you need anything new that you do not currently have, this is the section you will go through to request it.
The one to the right of that is for Approve Requests. This will only be visible if you are a manager, as it will walk through the process on how to approve requests that your team submits. An email is sent to the manager when a request that needs approval is submitted, and every 24 hours that there is no response, another reminder email is sent. It is a good idea to check in on this section if you are a manager to familiarize yourself with this process.
The last folder is for the Mobile App. These articles walk through installing and setting up the Freshservice app. If you run into any issues with the app, try using a browser to go to the IT portal instead.
As always, if you have any ideas for future IT Tip of the Month updates, please click this link or scan the QR code below.
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