tutorial kaseya (PDF)




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Author: Ray Middleton - Group 1 UK I.T

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Tutorial - Raising a Helpdesk Ticket in Kaseya
To raise an IT support request via Kaseya, you will need to do the following:

1.

Click on the up arrow on your taskbar, locate the red 1, right click and select “Submit
Helpdesk”.

The Submit Helpdesk option is a very important option. As an enterprise, Group 1 is moving to a
Helpdesk system which will benefit everyone in the organisation. Not only does it allow each user
the ability to track all created tickets, but it will also allow global IT support to help correct an issue.
This system is going to be utilised as the backbone of Group 1’s technical support infrastructure.
Mobile laptop users, please note that this service will connect to the support server even when on
the road. If you have an internet connection, your machine should still have a red 1, so you may
also request support while in a hotel, or other non-Group 1 locations, without connecting to the
VPN

2. Once you have initiated a session with the support server, your browser will open a new
window which will look like the following:

3.

Click on the blue circle on the left navigation bar. The following screen will appear:

4. Click on “New Ticket” to raise a helpdesk ticket. The following screen will appear:

5. End users are required to enter various criteria in the respective text fields. This is to
provide us with as much information as possible. End users must fill out the following fields:
a. Name (include your full name)
b. Email (please only use your work email accounts)
c. Phone number (direct dial/mobile is preferred over a main dealership number. It
enables us to quickly contact you if needed and resolve your issue faster)
d. Priority (ask yourself, does this problem just affect me, a few people, or my whole
dealership?)
e. Category (We have provided a list of general issues to help you describe your
problem. Using the correct category and subcategory will ensure your ticket is
routed to the appropriate member of our staff. We will be adding to these as time
goes on)
f. Summary of Issue (be as specific as you can)
g. Description (be as descriptive as you can, give us as much information surrounding
your issue as possible)

6. Click “Save and Close”. This will submit your ticket to the helpdesk.






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