Help Desk Ticketing System

How to Submit a Help Desk Ticket

PureRed’s Help Desk (FreshService) ticketing system has been configured to allow employees to request assistance for IT-related issues and submit tickets for resolution. This helps to expedite the review of the tickets, and, based on the work required, ensures the ticket is forwarded to the correct person or group for resolution.

Ways to Submit a Ticket

  1. Primary Option: Using the FreshService Helpdesk Portal (via web browser). It can be accessed through the URL.
  2. Secondary Option: If the primary option is unavailable, you can send an email to the IT Help Desk.

(1) Using the FreshService Help Desk Portal (via Browser)

  1. Go to https://helpdesk-purered.freshservice.com/ (from home) or http://helpdesk.purered.net (requires connection to the PureRed network).
  2. Click Sign in with SSO and login using your Microsoft Credentials (FirstinitialLastname@PureRed.net) and your email password.
  3. Once logged in, you will see the main screen in the FreshService system.
  4. Click on “Report an Issue”
  5. Enter all mandatory information (denoted with *)
  6. In the Subject line write a Summary (One sentence identifying what is causing the issues and/or what the issues are. This helps the request to be forwarded to the correct person or group for resolution.)
    • Examples:
      • Unable to connect to Internet
      • My Microsoft application is not working
      • Adobe is not setup/not working
      • VPN not working
      • Laptop keyboard not working
      • Need access to DropBox
      • Application/Software error message
  7. In the description provide all steps to help identify the problem including links, attachments, images, etc.
  8. Select your Office Location.
  9. Enter Category:
    • The Category section will be what the issue pertains to: software= an application, hardware= the physical computer, HR= if the ticket pertains to the Human Resources department, etc.
  10. Enter Sub-Category
  11. Click on Submit

(2) Send an Email to the IT Help Desk

  1. In the “To:” row, enter “PureRED Helpdesk” ( Helpdesk@purered.net) 3. In the Subject line write a Summary:One sentence identifying what is causing the issues and/or what the issues are. This helps the request to be forwarded to the correct person or group for resolution.
    • Examples:
      • Unable to connect to Internet
      • My Microsoft application is not working
      • Adobe not setup/not working
      • VPN not working
      • Laptop keyboard not working
      • Need access to DropBox
      • Application error message
  2. In the body of the email, provide as much information as you can, all steps to help identify or recreate the problem including links, images and attachments, actual error messages (if any), etc. The more information the better for IT to resolve the issue (see example emails below).
  3. Once completed, send the email
  4. After the Ticket has been submitted:
    • You will receive an email notification that the ticket has been received and assigned a ticket number. Use the ticket number to track the status of the issue/request.
    • The appropriate Agent will then review the ticket. You will be contacted by a member of the IT team as they work to resolve the issues.

After the Ticket has Been Submitted

  1. You will receive an email notification that the ticket has been received and assigned a ticket number. Use the ticket number to track the status of the issue/request
  2. The appropriate Agent will then review the ticket. You will be contacted by a member of the IT team as they work to resolve the issues.

To Review the Ticket Status

You can review the issue/request status by logging into FreshService (https://helpdesk-purered.freshservice.com/) and entering the Ticket Number you received in your confirmation email.