AGENT - Viewing the Customer Ticket History
Problem or Question: How do you see all the tickets a customer has ever opened? Environment: Service Desk Ticketing System Solution or Answer: Note: Only "Agents" can view customer ticket history 1. In the Ticketing System, select a ticket and view in "Editing" mode When the ticket is open, ...
- Agent - Print Service Desk Ticket
Problem or Question: How can I print a copy of a ticket so that I can take it with me on a call? Environment: Service Desk Ticketing System Solution or Answer: Please click this link for a demo on how to print tickets: http://www.csueastbay.edu/its/training/sdts/Agent_Print_Tickets/Agent_Print_T ...
- Agent -Taking a Service Desk Ticket
Problem or Question: How do I take a ticket that is assigned to my team? Environment: Service Desk Ticketing System Solution or Answer: Please click this link for a demo on how to take a ticket: http://www.csueastbay.edu/its/training/sdts/Agent_Take_Ticket/Agent_Take_Ticket.html Step by step ...
- Agent - Changing Service Ticket View
Problem or Question: I saw another field agent view their ticket on just one page instead of having to click on tabs. I want that view. Environment: Service Desk Ticketing System Solution or Answer: Please click this link for a demo on how to change the view of a ticket: http://www.csueastbay.e ...
- Agent - How to Submit a Service Desk Ticket
Problem or Question: I am new to the campus and am an Agent in the ticketing system. How do I get training on entering tickets? Environment: Service Desk Ticketing System Solution or Answer: Please click this link for a demo on how to create a service desk ticket as an agent: http://www.csueast ...
- Remote Support Assistance Instructions Using Safari on Macs
Problem or Question: How can I get remote assistance with using Safari on a Mac? Environment: Remote Support - Bomgar Solution or Answer: Remote assistance will be offered to you by a IT support agent. 1. Navigate to the Service Desk Home Page: www.csueastbay.edu/servicedesk . 2. In the midd ...
- Remote Support Assistance Instructions Using Internet Explorer
Problem or Question: How can I get remote assistance using Internet Explorer? Environment: Remote Support - Bomgar Solution or Answer: Remote assistance will be offered to you by a IT support agent. 1. Navigate to the Service Desk Home Page: www.csueastbay.edu/servicedesk . 2. In the middle ...
- Remote Support Assistance Instructions Using Firefox
Problem or Question: How can I get remote assistance with using Firefox? Environment: Remote Support - Bomgar Solution or Answer: Remote assistance will be offered to you by a IT support agent. 1. Navigate to the Service Desk Home Page: www.csueastbay.edu/servicedesk . 2. In the middle of th ...
