Filing a Help Desk Ticket 101

Welcome to the guide on how and when to file an IT Help Desk ticket. This document will help you understand the process of reporting IT issues and ensure your requests are handled efficiently.

  • Remember, checking our IT Knowledge Base for general info and Staff Knowledge Base for more sensitive info is always the fastest option for resolving common issues on your own. 
  • If the issue persists or requires further support, follow the steps below to file an IT ticket.

When to File an IT Ticket

If your issue cannot be resolved through the Knowledge Base, you likely need to file an IT Help Desk Ticket. Examples of when to file a ticket:

  • Any signs of a virus or computer compromise (excessive popups, strange emails/notifications, issues accessing files that were normally available, or other out of the norm activity)*
  • Persistent network or internet/Wifi issues, or trouble accessing a particular website (after confirming it’s not a temporary outage).
  • IT related issue wherein multiple people are being affected at once
  • Printer is not working or is unavailable after trying the steps in the Knowledge Base.
  • Account access problems (e.g., password resets that you can’t handle via the self-service portal).
  • Hardware issues, such as issues with badging or camera systems, broken keyboards, monitors, or malfunctioning office equipment.
  • Accidentally deleted files that need to be recovered.

*In this situation, this also warrants immediate escalation. Please refer to the IT Emergency Escalation Process below on appropriate steps.

How to File an IT Ticket

To submit an IT Help Desk ticket, follow these steps:

  • Go to the Help Desk Ticket Portal.
  • Select the category that best fits your issue (e.g., Cameras, Computers/Hardware, Doors & Badge Access, Software and if none of those work – use General IT Support). It’s important to choose the right type of ticket to ensure it goes to the correct IT team for faster processing.
  • In the ticket form, describe your issue clearly. Things to include/consider:
    • A brief but specific description of the issue (e.g., “Can’t print from Office network printer”).
    • Steps you’ve already taken to resolve the issue (such as rebooting, checking connections, or consulting the Knowledge Base).
    • Any error messages you received, if applicable.
    • Screenshots or attachments that can help illustrate the problem.
    • Time and date the issue started happening, if known.
    • If filing on a printer issue, please ensure you include the ‘check-in #’ of the printer
  • Once the form is completed with the necessary details, hit “Submit.”
  • You will receive an email confirmation that your ticket has been logged, and you can track its progress through the portal.

What Happens Next: Ticket Queue Process

Once you’ve submitted your ticket, it will enter the IT Help Desk ticket queue. Tickets are processed during normal business hours (Monday to Friday, 9 AM - 5 PM). The IT team will:

  • Assign the ticket to the appropriate team member or team based on the category and urgency.
  • Tickets are handled in the order they are received and/or priority level
  • Once your issue is resolved, you will receive a notification or follow-up, and the ticket will be closed.

Important: Tickets submitted outside business hours will be reviewed on the next business day. Please be patient and avoid submitting multiple tickets for the same issue, as this will not expedite the process.

IT Emergency Escalation Process

In rare cases, you may experience an IT emergency that requires immediate attention. Examples of IT emergencies:

  • Complete network failure at a specific campus and/or across the organization.
  • Critical server failure affecting multiple departments or users.
  • Cybersecurity breach or signs of a virus on a computer (e.g., confirmed ransomware or data breach).
  • Office-wide loss of email or phone systems.

If the issue poses a critical impact to business operations, you can escalate the situation directly to the IT Manager or Operations Director (should the IT Manager not be available).

IT Manager: Ryan Retone – ryanre@northway.org 724-936-1272

Operations Director: Danielle Lowry daniellel@northway.org 724-936-1235

Note: The escalation process is reserved only for true emergencies. Please do not abuse this pathway for non-critical issues (e.g., slow internet, personal printer problems). Non-emergency issues must be filed through the standard ticket process.