How to Submit A Ticket

1. Go to Ticket System (Freshdesk) - https://bwls.freshdesk.com/helpdesk# (When logged in to your school account in Google Chrome, the link is automatically bookmarked in the BIG WALNUT LINKS folder in the bookmark bar
2. Click “GOOGLE” under "... or log in using" section.
   
3. Select “New Support ticket”.
4. Put your email address in the “Requester Email Address” field.
5. Type the subject of the ticket. Please make the subject related to the issue that is happening (for example, phone not working, locked out of my account, computer on fire, etc)
6. Select the building you are associated with or the building the issue is happening at.
7. Put the room number/ location the issue is happening in the “Room Number/ Location”.
8. Select a category that best represents your issue. The specific information we need in order to help resolve issues is then requested, depending on the issue category.
9. If you are having an issue with a device that has an asset tag sticker on it that says “BW-XXXX” or "BWIT-XXXX" then please type it in the “Sticker on Device” field.
10. Type the description of your problem. Be as descriptive as possible including things like what you have already done to troubleshoot, who has helped, and details of the computer.
11. Select a priority. Priorities are identified as follows:
    Low - Non-Vital, class can continue normally with this request unsolved
    Medium - Somewhat-Vital, class can continue with some adjustment.
    High - Vital, class can continue, but it will take major adjustment.
    Urgent - Extremely Vital - Life Safety is in danger and/or class is at a complete standstill. (rarely used)
12. After all fields have been filled, submit the ticket.
13. You can check the status and communicate with the IT department here: https://bwls.freshdesk.com/support/tickets/

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