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Entering Technology Requests into SherpaDesk for End Users

With the start of the 2015-2016 school year, the Technology Department is rolling out the SherpaDesk so that staff members may enter their technology own service requests. [The ability to enter maintenance requests will be coming soon].  End users will receive updates via email and can track open tickets on the SherpaDesk portal. This page shows how to enter a ticket and also how to login to SherpaDesk to see status on previously entered tickets. 

You may click on any of the images to see them full size.

Browse to the portal for SherpaDesk

and click on Submit a ticket.  There is no need to login to submit a ticket.
Image - Create a ticket screen

 You will be prompted for your email address. You must use a staff email address.

Click Continue.
Image - Enter email address
It is important that you provide the most precise location you can for the problem.  You should be able to drill down through school and wing to classroom by clicking the + sign to expand the choices. Click on the location to choose it.  

*If you do not see a listing of locations, click on Browse All.  If you do not see your specific location listed, select Not Listed, and add details of your location in the ticket notes.

Image - Select Location
 Next, choose a class.  For most classes, when you make a selection, a sub class might appear.  For your ticket to be routed correctly, you must select a class and choose a response for any sub-class options that appear;.  

In this case, I choose Hardware, then choose computer, and then laptop.
Image - Select Problem Class
 Not sure about what class you need, or where it can be found, check out the chart at the right.  Click to expand it full size. 
Image - Sherpa Desk Classes
 Type a subject for the ticket.  In the details section include identifying information for the computer (computer number in the room, for example) or other item having the problem, indicate exactly what the problem is, and detail any troubleshooting that has been done.

You can also attach files, so if you screenshot an error message, you can add it to the ticket to help the technician resolve the problem.

When done adding the detail to the ticket, click Create Ticket.
Image - Attach files and click Create
 You will see a confirmation page and receive an email when your ticket has been submitted.  
Image - Confirmation page
 To view status on previously submitted tickets, click the Login button at the top right of the portal home screen.  That will bring you to this login page.  Do not enter your email and password here--just click the red Sign In with Google Button.  
Image - Login Page
 If you are already logged in to Google, you might see this page.  Just click on your user.

If you are not currently logged into Google, you will see the familiar Google login screen.  Click Okay at the warning prompts that Sherpa Desk will see your email address. 
Image - Select your name as user
 Once logged in to SherpaDesk with your Google credentials, you will see this Home Page.  From here you can view your open and closed tickets.  We will be adding knowledgebase articles later to assist with troubleshooting.  
Image - Sherpa Desk home page
 This is the view after clicking on Open Tickets.  Click on a ticket number or Title to view the details.  
Image - Open tickets
 From the ticket detail screen, you can see any comments that have been added to the ticket.  You can also respond to the technician to provide additional information to help resolve the problem.

If you are able to resolve the problem, or it if resolves itself, you can also click Ticket Actions and choose Close to close the ticket.
Ticket View