Raising a ticket

Raising a ticket

When something at school is broken, missing, or just confusing, raising a ticket is how you ask for help. It puts your request in front of the right team, gives it a tracking number, and makes sure nothing falls through the cracks.

The fast way

If you already know what you want, the homepage search bar is the quickest path. Start typing — for example “projector flickering” or “new starter laptop” — and the suggested form appears below. Click it, fill in the few fields it asks for, and submit.

If nothing matches what you typed, click Raise a ticket in the top-right of any page. You’ll get a blank form where you can describe the problem in your own words. Someone on the helpdesk will categorise it for you.

What to include

A good ticket is one the helpdesk can act on without coming back to you for clarification. Include:

• What you were trying to do — “I was setting up the projector for assembly”
• What happened instead — “the image is shaking and the colour is wrong”
• When it started — “since this morning, it was fine yesterday”
• Where — room, building, device name if you know it
• Anything you’ve already tried — “I’ve restarted it twice and swapped the HDMI cable”

A photo or short video usually saves a back-and-forth. There’s an attachment button at the bottom of the form.

What happens next

You’ll see a ticket number (like IT-2104) and an email confirmation. The helpdesk team gets it instantly — most tickets are picked up within an hour during the school day.

You can check on your ticket any time from My tickets in the left rail. If the team needs more from you, you’ll get an email and the ticket will show as Waiting on me in your list.

Urgency vs Impact

Some forms ask for urgency and impact. They’re not the same thing:

• Urgency = how soon you need this fixed
• Impact = how many people are affected

A printer being out of toner is low urgency, low impact. The school broadband going down on results day is high urgency, high impact. Picking honestly here helps the team triage — picking “Critical” for everything has the opposite effect.