Logging a ticket

Logging a support ticket

Step by step process

• When you contact the UHI servicedesk, you will be asked for your username which will have been issued to you when you joined. This will be a student or staff ID
• A ticket will be created in our call logging system (UniDesk) under your name. If we believe that there is a form for your fault within UniDesk we may direct you to complete it.
• A unique reference number will be generated and communicated to your @uhi.ac.uk email account
• If you are calling about a previous call, you will be asked some security questions to verify your identity as well as any previous ticket numbers
• The unique ticket number allows us to locate old calls and avoid duplication
• If the servicedesk cannot resolve the request first time, it will be given a priority according to the severity and urgency of the problem
• Your request will be passed to a specialist, local ICT team or service provider if the Servicedesk team cannot resolve it first time
• You will receive email updates as to when your call is resolved or if further information is required from you
• Once a request has been resolved, you will receive an email to confirm closure. If no response is received after 5 days your call will be closed automatically

When you contact us about a fault or with a request we have additional policies and procedures that govern how we deal with these (Incident Management and Request Management). As with the Service Level Agreement, full copies of the documents are available for review.

What these documents outline is that we will log these (within the Unidesk service), we will give them a category and a priority and will provide you with a response.

In order to successfully deal with the volume of calls we receive most of the correspondence on a fault or a request will be sent to the UHI email account of the person who reported the fault or request. If someone has done this on your behalf they will be noted as being the client and will receive the any updates.

When a fault/request is logged in our system responses from technicians are automatically sent out, you may get asked for further clarification or be provided with a possible solution. Where we have asked you for further information if there is no response within one working week (in term time) we will assume that the fault or request is no longer valid and will close the call we have logged. However you can contact the Servicedesk and ask for a call to be re-opened if required. When we send you a solution if this doesn’t work you can also contact us and ask for the call to be re-opened.

What’s what in UniDesk?

The new Self-Service Portal (SSP) provides a single place for you to log your calls, find solutions in our new Knowledge Base, access live chat support and keep track of all your calls as well as News and Search functionality for a range of partnership services.

The Knowledge Base will provide you with information on key services to allow you to find solutions to your problems without even needing to speak to a support team.

Broad Service Disruptions will let you tell us when you are affected by a wider problem without the need to phone or email a support teams.

You can access UniDesk through MyDay via the ServiceDesk tile.