Submitting a ticket for IT support in our Helpdesk

Assistance with IT issues can be requested by submitting a support ticket through DA's Helpdesk, powered by Zendesk. Submitting a ticket through the Helpdesk, rather than by email or by walking up to an IT team member, allows the team to better manage support requests and minimize interruptions.

If you are experiencing an IT issue and need assistance

1. Log in to the Helpdesk and first check that there are no FAQ articles that could provide a solution to the problem – we've created articles for the issues we all encounter most often at Dietitians Australia. They are not IT cliches from generic websites, this is real world help that we all need to learn about to work smoothly every day.

FAQ articles can be found on the front page; click the "FAQ" box to view all available articles (link).

There are articles to assist with common bumps in the road including issues with docks and screens, managing spam, updating Windows and more. They're all useful and together they're a bit like a Quick Start guide for using your computer for Dietitians Australia, handy, and much quicker than having to read a boring User Manual. If you are not able to find an FAQ article to help, or the article does not solve your issue, you should submit a Helpdesk ticket to request support.

2. To submit a ticket, click 'Submit a request' at the top right corner of the Helpdesk site while logged in and a new ticket will be created to enter information about the support request. This information is used by the IT and wider team to provide the right kind of assistance. The information in the ticket is visible to a few 'agents' in the IT/Corporate team, so if a request includes confidential or sensitive information, please do not include this information in the ticket submission. Private/confidential information should instead be sent in a separate email to it@dietitiansaustralia.org.au.

3. Fill in the details for the ticket. The first box allows you to select the type of ticket to submit. For assistance with an IT issue, use 'Request for technical support'.

In the text box below, detail the support request. Please include as much detail as possible (type of issue, program you are having an issue with, how long the issue has been happening, etc).

Choose the type of ticket. Most tickets will be 'Regular support request', with 'Site down/critical website issue' only being used for when a major system is offline or unusable, for example, if the member portal is not loading or iMIS staff site is unavailable.

Detail steps already taken to resolve the issue, where applicable.

Indicate the impact on the business. This allows the IT team to prioritise requests. Please only mark support requests as 'Urgent' if the problem has a profound impact on the business or a team's ability to perform their work.

Attach any relevant documents (screenshots of problem/documents that may be necessary). If possible, screenshots should be full screen or the full app window and, if e.g. a website, include the web address. If asking for help with an iMIS query or report, please include where it is (or should be).

You can capture screenshots using the Windows Snipping Tool, shortcut Windows key + Shift + S.

5. After providing all relevant information, click 'Submit' to send in the ticket.

To view your support tickets, click the drop down box under your login name and select 'Requests'.

This will allow you to see all submitted tickets, including solved tickets. After the ticket has been submitted, it will be assigned an ID (circled below). If a follow up ticket is created after the original ticket is resolved, please provide the ID of the original ticket in your new support request.

After the ticket is submitted a confirmation email will be sent from helpdesk@dietitiansaustralia.org.au. Whenever the IT team responds to a ticket another notification email will be sent.

To add more comments or responses, please provide these through the Helpdesk website by opening and replying to the original ticket with the 'Add to conversation' box. Please only add more information via the Helpesk website, don't reply to the notification emails to add to tickets as it includes long threads, graphics, and makes the conversation much harder to follow.

Helpdesk notification emails should also show a ticket number hyperlink in blue, like this: #675. You can also click that to revisit your ticket and add to the conversation as shown above.