Logging a ticket

Logging a support ticket

Step by step process

• To submit a request you will first need to navigate to the UniDesk Self-Service Portal (SSP) and log in to the site using your UHI credentials (student/staff email address).
• You will then be presented with the UniDesk SSP homepage, which consists of:
  • Tiles relating to various UHI services. Under these, you will find the Self-Service Forms.
  • News posts relating to service status and other important notifications
  • A search bar for quickly finding the correct form or guidance document (Knowledge Item) for your issue.

• Once you have located the correct form, you will then need to provide any information that is requested of you regarding your issue/query. Where applicable, please provide as much detail as possible and screenshots of your issue and any applicable error codes.
• When the form has been submitted, a ticket will be created in UniDesk under your name and will be passed to the relevant support team. If we believe that you have not completed the correct form within UniDesk, we may then direct you to complete it.
• A unique reference number will be generated and communicated to your @uhi.ac.uk email account.
• In order to track the status of your unresolved tickets, navigate to the UniDesk homepage and select the “Track my Calls” tile, from there you will be able to see any tickets created using your details alongside responses from our support teams.
• 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 working 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.

These documents outline that when we log these tickets (within the UniDesk service), we will give them a category and a priority and will provide you with a response.

To successfully deal with the volume of calls we receive, most correspondence on a fault or 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.

Where we have asked you for further information if there is no response within one working week (in term time) you will be reminded by the system that we are waiting for an update and if no response is received after 5 working days the ticket will automatically close.

What’s what in UniDesk?

The 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.