Summary   A first time users guide to getting help from the IT Service Desk   Instructions   Our goal is to be a single point of contact to get assistance, make access requests and order IT equipment. We aim to make it as easy and painless as possible while giving you insight into the process so that you know exactly where your requests stand. Follow the tutorial below to get a feel for how to use the system. You will find it is pretty intuitive and you should be a pro in no time.   Freddy the Chatbot Head to nobis.freshservice.com/login (This link is provided in the Managed Favorites folder in Microsoft Edge labeled IT Service Desk) You will use the same username and password that you login to your computer with. (Your username is your email address) You will be taken to the landing page where the chatbot, Freddy, will ask you what he can help with. You will be presented with some options: Service Catalog, Question/Issue, My Tickets and Pending Approvals.             Service Catalog: Use the Service Catalog when you need to make a request for hardware, software or access to a program or file share. You will be presented with a menu of available options. Only make the request if you have a legitimate need. All of these requests are reviewed and require approval from your manager first and in the end an IT representative. Question/Issue: If you have a problem with your mouse, your computer is slow or something just isn't working right - click here. Freddy will look through our knowledge base and try and find a solution for you. If what he finds is not helpful, click the button letting him know and he will present you with an option to Raise a Ticket. Fill out the form describing your problem and click Submit. You will receive an email with the details of your ticket and a link to view the status and communicate with the assigned tech. My Tickets: If you have any open tickets or requests you can use the My Tickets button to view their status and take actions if you wish. Pending Approvals: If you are in a position to approve access to a system or hardware (computer, laptop, etc) then you can find any such pending requests here. You would also have received an email alerting you of a pending request, but you can go here to see them all in one place and take action on them. Classic View If Freddy the chatbot is not for you, switch over to the Classic View. The options are the same as described above, they're just laid out for you in menu format. Classic view may not work after business hours. To get to the Classic View: Click on your name at the top right of the window and select Switch to Classic View You will see the menu below. If you want to switch back to Freddy at any time, click on your profile picture as mentioned previously.            Mobile App  You can download and install the mobile app version of Freshservice to your mobile device. You can do anything the full website can do, just on the go. Search Freshservice in the App Store.

Hi! Welcome to the company! We know this is the time of information overload and things can get confusing. Your IT team is here to help and we'll do our best with our small team. The company has grown, so this means the IT team is busier than ever and response times could be slower. I want to emphasize the ticketing system is a self-service model. This means we provide as much information in our Solutions articles. So yes, this means you need to read. We do our best to make it simple to follow and we're always open to suggestions. There is no call center! This forces employees to type in their problems, and hopefully, the ticketing system gives you an answer. The ticketing system isn't designed to be a "fire and forget." It provides you with potential answers when you type your problem. Please view the articles that pop up to the right of your subject line. If you're not looking at the solution articles, then you could be waiting for an answer that is already written. The time wasted is when we reply back with the Solutions article. We love the effort of employees that do take the time to research the issue. Sometimes a solution is not available and this is where the value of your IT team comes into play. Be thoughtful of your IT team. Please be proactive and use the ticketing system as intended. NOT us.  Your IT.