How to submit a IT Ticket

How to submit a IT Ticket

On the desktop, there will be an Icon for IT Support. Or alternatively go to your web browser and type 
helpdesk.hammonds-uk.com/portal

When you follow the link, you will be directed to the homepage

 

 


The search bar will link you to Articles of previous issues that have occurred and how to fix them. If you have encountered a similar issue, check our articles




Alternatively click on the Help Centre for all our articles


 

 

 


You can see a list of all our articles for various fixes or issues. Additionally, there is a search bar if you need to look for a specific issue.

 

 

 


However, if this a new issue that you have not seen before and there is no article for the issue. Then please click Submit a Ticket.

On the creating a ticket page, you will have the options of which department you need to contact, your name, contact details, the subject of the issue, a description of the issue; and a box of the product at fault e.g. Desktop PC, RDS, Laptop etc. 

As well as a section for any additional info we might need like the priority of the issue and most importantly an attachment section for any photos or links.

 

If you are a submitting a ticket for the first time, you will receive an invitation to create an account. You should see on your emails an invitation that will look like this:  

 

 

IMPORTANT: We will still see your ticket even if you don’t have an account

Click on accept invitation

 

 

Create your password whilst following the requirements it needs. Once you have finished you will see a menu like this:

 

 

This will be your profile for the ticketing system, from here you edit your contact info as well as add any more contact information:

 



And if you want to log back in, all you need to do is go to the homepage and click on
My Area

 

 

In my Area is your Hub of all your tickets, from there you can see what tickets we have open for you, the tickets have closed, put on hold or any overdue tickets we have with you.


IMPORTANT TO NOTE

 

When submitting a ticket, it is useful to give as much information as possible. Not too much information but enough information.

This helps us in the long run to better understand the problem.

 

For example, if you need access to a file, let us know where the file is located and who needs access.

We do not need to know, how it all works, only if the situation requires additional context.
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Another example, if a program stops working best take a picture or screen shot of this error. Then when you are creating a ticket you can attach this picture to the ticket for us to see. That way we can see what error it is conveying and what steps we can take to fix the error.

 

 

Please complete the available fields as well as submitting any attachments that might help.

 

Thank You

 


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