ISSUE 000: Freshwork Ticketing Guide
ACCESSING THE TICKETING SYSTEM
LOGIN PAGE:
- Log-in to the system:
- Click on the Login button to proceed to the login page.
- Click Sign in with SSO to log in with your Microsoft account.
USING THE HOME PAGE
1. Exploring the Home Page
- After logging in, you will be directed to the Home page of the Freshwork system.
- Click the menu button to view all available menu options.
2. Navigating the Menu List
MENU LIST
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SOLUTION ARTICLE PAGE: Search for solutions to common problems or errors.
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TRACK YOUR TICKET: Check the status of your ticket and see who it is assigned to.
CREATING A TICKET
You can create a ticket from two locations:
1.From the Home Page
- Go to the Home page.
- Look for the option to create a new ticket.
2.From the Ticket List Page:
- Navigate the Ticket list page.
- Find the option to create a new ticket.
Fill Out the Ticket Form: Complete all required fields in the ticket form. Ensure all fields are filled out accurately.
CREATING A SERVICE REQUEST/ACCESS REQUEST
You can create a Service Request or Access Request from two locations:
1. From the Home Page:
- Go to the Home page.
- Find the option to create a new Service Request or Access Request.
- From the Ticket List Page:
- Navigate to the Ticket List page.
- Select the option to create a new Service Request or Access Request.
Fill Out the Access Request Form:
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Select Applications: Choose the applications you need access to. You can select multiple applications if needed.
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Justification: Provide a reason or purpose for the access request.
SUMMARY:
- Visit Ticketing Link.
- Click Login > Sign in with SSO.
- Enter your email and password.
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Navigate:
- Use the Home page and menu options.
- Access solution articles and track tickets.
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Create Ticket:
- Use the Home page or Ticket List page.
- Fill out and submit the ticket form.
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Create Service/Access Request:
- Use the Home page or Ticket List page.
- Fill out the Access Request Form with application selections and justification.
Feel free to ask if you need any further clarification!
Email at as ITServiceDesk@dmcihomes.com