Raise and follow a help desk ticket
When something is not working, or you need something new, raise a ticket with the help desk. You can then talk to the desk on the ticket and follow it until it is resolved.
Before you start
- You need access to the help desk. To raise a ticket you need permission to add help desk tickets; organization owners and system admins always have it. If you don't see Raise Ticket, ask your admin.
- Have any screenshots or files ready. You can attach up to 10 files, each up to 10 MB.
Steps
Open the help desk
In the Dalfin sidebar, select Help Desk. The Help Desk page opens with a row of cards (Total Tickets, New, In Progress, In Review, Reopened, Resolved, Rejected) above the list of tickets.
Start a new ticket
Select Raise Ticket. The Raise a Ticket window opens.
Describe the problem
Fill in:
- Title: one line saying what is wrong, for example "Scanner will not read cards".
- Description: what happened, and what you expected instead.
- Priority: Low, Medium (the default) or High.
- Type (optional): New Request, Enhancement, Bug or Other.
- Concern Department and Due Date (optional).
Title and Description are required; if either is empty you are asked to fill it in.
Attach files
Under Attachments, select Attach files and choose your screenshots or documents.
Raise the ticket
Select Raise. You see "Ticket raised." and the ticket appears in the list with its Ticket ID and the status New.
Find your ticket
Use the search box (Search reference, title or description) or the Status, Priority, Type and Concern Department filters. You can also select one of the status cards to show only tickets with that status; select it again to remove the filter. Select Clear to remove all filters.
Open the ticket and talk to the desk
Select the Ticket ID to open the ticket. The Comments tab shows the conversation. Type in the message box and select Send (or press Enter; Shift+Enter starts a new line). You can attach files to a message too. Changes to the ticket, such as a new status, also appear in the conversation.
Check files and progress
The Files tab lists every file sent with the ticket or in its conversation. The Ticket Information panel on the right shows the ticket's status, priority and who is handling it.
Tip: When a ticket is Resolved or Rejected it is closed, and you can no longer add messages. If the problem comes back, select Reopen Ticket in the Ticket Information panel (or Reopen from the ticket's Actions menu in the list). You need permission to edit help desk tickets to do this; otherwise ask the desk or raise a new ticket.