Often, users tend to walk over to a technician and tell them that they need help with something. This is an informal request and has to be logged into your service desk just like any other request so that it gets recorded properly. But since it has been reported personally, it has to be done manually by the agent.

To do this, you will have to fill out the ticket form on behalf of the requester from the agent portal. Since you will be doing it as a technician, your form might look a bit different from what your requester gets to see. You can customize how your agents and requesters view the ticket fields using form fields. You might come across some more advanced fields that will help you in categorization and incident management.

Quick guide for agents to log in requests through your portal:

  • Login to your service desk as an agent

  • Click the + button at the top right

  • Choose between Incident / Service Request based on the category of the ticket

  • Enter the description and mention any details about the issue

  • Use the ticket fields to fill out any additional information

  • Make sure you change the status of the ticket to Open (if you need to work on it), Pending (if you are waiting on something) or Resolved (if the issue has been fixed)

  • From the Submit/Cancel tab, click on Submit and New button to create a ticket, Submit and Close to create a ticket and close it, and Submit and Resolve to resolve the issue

Additionally, if you want to take up the ticket and work on it yourself, you will have to assign it to yourself from the ticket properties section.