How To Use osTicket

What is osTicket?

osTicket is what we at Xenter will be using for our help desk support. You will be able to create tickets asking for help with one of the topic options you can select. You can also view the status of your tickets and leave any additional comments after posting the ticket.

Table of Contents

• Logging in to osTicket
• Creating a Ticket
• Checking Ticket Status
• Help

Logging in to osTicket

1. The website being used for our help desk is help.xenter.io

2. Once at help.xenter.io you can click sign in at the top right of the website.

   

   osticket sign in

3. On the right click Sign in with Azure (Do not enter your login information on the left where it says username and password, you must use Azure)

   

   osticket azure

4. Enter your microsoft login using your Xenter email and password if needed. Click yes to any prompts if asked.

5. Once you are redirected back to the main help desk page, confirm you can see your name in the top right. This is also where you can see open tickets and your profile.

Creating a Ticket

1. In the main page there are a couple ways you can open a ticket. You can either click the big blue button on the right or the Open a New Ticket tab at the top.

   

   newticket

2. First you will select a help topic. Select the most specific option you can, such as Requesting Software, Security Incident, etc. If you are not sure where your category falls you can leave it as Report a Problem

3. Fill out a brief name in the Issue Summary then go into further detail of your issue in the description box below it. Also, please attach any screenshots of your issue if you are able to. There is a section below the description box asking for adding attachments

   

   madeticket

4. Then at the bottom click Create Ticket and afterwards the page displayed will be your new open ticket!

5. You can make another post on this ticket if you have any additional information you would like to add afterwards.

Checking Ticket Status

1. On the home page for help.xenter.io you can either click the green button on the right for ticket status or click Tickets in the tab at the top. You can also click Tickets by your name in the top right.

   

   ticketstatus

Help

1. If you have further questions about setting up and creating tickets please email it@xenter.io or one of the IT professionals.
2. The company VPN Pritunl will be required to access the help desk outside of the office. If you are having problems with the VPN contact IT directly via email.