Introducing Web Help Desk

Release date: February 27, 2009 |

Goucher College's Information Technology division is proud to introduce our new call logging system.  The call logging system is what we use to log and keep track of problems.  Web Help Desk has a lot of great features that not only allows us to track calls more efficiently, but allows the client - that's you - the ability to provide and receive updates on your tickets.  The new system is available online at http://helpdesk.goucher.edu and can be accessed from anywhere you have Internet.  Log on with your Goucher username and password and you will have access to the features described below.

Submitting Requests
Once you've logged into the system, you will see the Help Request page.  You are now able to submit your own requests for assistance.  Here's how you submit a request:

• First you will need to select a Request Type that closely matches your problem.
• Then type in a Subject as if you were sending an email.
• Type as much detailed information about the request in the Request Detail field. Simply stating that you are unable to connect to wireless or that your computer doesn't work is not sufficient and may delay your request.
• If this problem affects more than one person, you can add the email address of one or more persons (separate with commas) and check off that you would like this feature enabled.
• If the problem is in an office or classroom, you can select the Room information and click Save.

You will notice as you select a request type, Related FAQs populate on the right side of the window.  You might find the answer to your problem before submitting a request.

Viewing FAQs
You can also log into the system just to view FAQs.  Click the button with the red question mark at the top of the page to access the FAQs section.  Select the Category and you will see FAQs appear on the screen.  You can also Search by keywords or FAQ number. Please let us know if the FAQs were helpful by rating them.  There is a Vote drop down list to the right of each FAQ.

Viewing Ticket History
If you would like to know the status of a ticket, click the History button at the top.  Here you will find all the tickets that you created or were created under your name. You can search for tickets by number, status, and keyword.  Click the ticket number to view the details.

In the new system, once a ticket has been created, you will receive an email confirmation.  If you'd like to provide additional information, please click Add Note at the bottom of the email or simply reply. Remove any previous messages and signatures, but be sure to keep the subject intact.  Any messages sent will be added as a note for that ticket.

More information on the new system can be found at www.goucher.edu/it.  You can still send questions to helpdesk@goucher.edu and use the online Live Help at www.goucher.edu/helpdesk.