This article will explain how to create support tickets in the Greybird Helpdesk
1. Login to the Helpdesk
- Navigate your web browser to http://support.greybirdsolutions.com
- Enter your email address and password in the provided fields
- Click "Login"
2. Click "New Support Ticket"
3. Enter Ticket Details
the "Requester" field will auto-populate with the email address used to log into the Helpdesk
3.1 Create a Ticket Subject
Please be clear and concise with Ticket Subjects. This will help with ticket resolution times and service quality.
Examples of good Subjects:
- Unable to connect to office WiFi
- Possible virus on reception computer
- Unable to print from tablet
Examples of bad Subjects:
- Help!!!!
- Cant find it
- Could you please...
3.2 Select Ticket Priority
Ticket Priorities Explained
Low (Default): 24-Hour response time; 8-Day resolution time (within business hours).
Medium: 12-Hour response time; 5-Day resolution time (within business hours).
High: 8-Hour response time; 48-Hour resolution time.
Urgent: 3-Hour response time; 12-Hour resolution time.
*Please note that the resolution times listed above may vary based on actual diagnosis of issue.
3.3 Ticket Description
Explain in detail the nature of your problem or request. This field supports full-featured text formatting using the toolbar above the text box.
3.4 Attachments
Use the "Attach a file" link if there are any files which are relevant or will add clarity to the ticket.
4. Click "Submit"
5. Review and wait for response
After submission you will be taken to the overview screen for your newly created ticket. From this screen you can change ticket priority, enter a reply, close the ticket, or add another user to this ticket. This is also where you will see replies and/or notes from Greybird Solutions.
