Meeting Transcript

Hello and welcome to the training video for the IT department's new ticketing system, IT Help Desk, which will work through Zendesk. I know you're familiar with the IT department's email address, a1-it support at huntingtony.gov that our old ticketing system worked through. That email address is being retired, and our new ticketing portal can be accessed through a shortcut on your desktop called IT Help Desk. When you click on that icon, you'll be taken to a sign-in portal that will use your town email and computer password to log in. You will be prompted by Duo to authenticate your session. When you come in, you'll be greeted with the submit a request page. Click on the down arrow and you'll be able to review a number of different request types. The more specific you can be with your request, the faster you will get assistance. There are a number of automated processes in the background that will route specific ticket types to specific technician groups. For instance, if you're having a network issue with the internet, you would select network issue, no internet, and then that ticket would be routed to our network technicians. If you're having a problem with a system such as GIS or MUNIS, select Software or Program Issue, come down to subcategories, select the software you're having issues with, for instance Munis, and your ticket will be routed to the Software Solutions team. If you're unsure of your issue, you can select General Inquiry. That will go into a general ticket queue and will be assessed and assigned by the IT technicians. Let's run through a ticket. For instance, your coworker has been locked out of their account. You would select Passwords Assistance or Locked Account. You would select Account Locked, and when you begin typing in the subject line, you may see that certain articles begin to auto-populate. Now we suggest that you look at these articles because there may be a solution to your issue prior to you submitting the ticket. So if my coworkers locked out, I would hit this article Password Issues. It would actually bring you to the links you need to be able to unlock an account or reset a password. You wouldn't have to submit a ticket because you'll be able to log into the SpecOps portal and help your coworker unlock their account. Let's submit a ticket for a hardware device issue. We're going to say our printer is not printing. And we're going to go down to here, and we're going to select desktop and printer. You would scroll down to the bottom and you would hit submit. Once it goes through, you will be able to review your request by selecting your name in the corner and going to request. There you'll be able to see every ticket you've submitted. So here's the one we've just done. Click on it. You will be able to see if a technician has responded to your request and if they need any additional information from you. If you need to submit any additional tickets, go back to submit a request and you can begin the ticketing process again. Once this new ticketing portal is launched, you will no longer be able to email A1-IT support. If you try to email that address or you're responding to an old ticket, you'll receive an auto reply letting you know that this email address is no longer active, and it will also provide you a link to the ZenDesk help portal, IT helpdesk. For those of you with town-issued iPads or iPhones, a short click link will be pushed to your device and it will appear in the IT folder on that device. It is also called IT Help Desk. If you have any questions regarding the new ticketing system, please feel free to reach out to the IT director, Dave Genoway, at his email address dgenoway at huntingtonmy.gov. Thank you.