How to Use the IT Helpdesk Portal
A quick guide to getting IT help — from raising a request to confirming it's fixed.
Watch: full video tutorial
A short walkthrough (about 4½ minutes, with audio) — from signing in to raising a ticket, tracking it, and using the follow-up chat. Press play, or follow the written steps below.
All four languages now have spoken narration — just pick the Audio language. On-screen subtitles can be turned on in any language over any audio.
Raising a request — step by step
Open a new ticket
Click New Ticket in the sidebar (or the button above). This is how every IT request starts — please don't message IT directly so nothing gets lost.
Describe the problem clearly
The more detail you give, the faster IT can help. Include:
- What you were trying to do
- What happened (the error or issue)
- Which device or app is affected
- A screenshot, if you can
Pick a category & priority
Choose the category that fits best. Set the priority honestly — use Critical/High only when work is actually stopped, so urgent issues stay visible.
Submit & track it
After submitting, your ticket gets a number (e.g. TGC-26-7F3KQX). Watch its progress any time under Tickets.
Respond if IT asks
If a ticket shows Awaiting User Reply, IT needs more info from you. Reply on the ticket so they can continue.
Confirm & rate
When it's marked Resolved, check that everything works, then confirm and leave a quick satisfaction rating. That closes the ticket.
What the ticket statuses mean
| Status | What it means for you | Details |
|---|---|---|
| New | We've received your request — no action needed yet. | |
| Assigned | A Support Specialist now owns your request. | |
| In Progress | Someone is actively working on it. | |
| On Hold | Temporarily paused by IT (e.g. waiting on a part, vendor, or scheduled change) — it will resume automatically, no action needed. Every On-Hold is recorded and kept on the ticket timeline: it can’t be quietly removed (only an Admin can), so the reason for any wait stays transparent, and that paused time is never counted against how quickly IT is expected to help you. | |
| Awaiting User Reply | IT is waiting on a reply from you — please respond (you’ll also get an email). If you can’t reply: the wait is paused in your favor for up to 3 days; after that the timer resumes automatically and IT may follow up with you or continue with what they have. Nothing is locked — just reply anytime on the ticket and the team picks it right back up. | |
| Resolved | IT believes it's fixed — please confirm and rate. | |
| Closed | All done. Reopen by raising a new ticket if it recurs. | |
| Merged | Your request was a duplicate of another ticket and has been combined with it — follow updates on the main ticket. |
The two “waiting” statuses — do I need to do anything?
- On Hold means IT is waiting on something outside your hands (a part, a vendor, or a scheduled change). You don’t need to do anything — it resumes on its own.
- Awaiting User Reply means IT is waiting on you. Please reply so they can continue — you’ll also get an email about it.
- On Hold is on the record. Every time your ticket is placed On Hold it’s logged on the ticket timeline and kept — it can’t be quietly erased — so the reason for any wait stays transparent, and that paused time is never counted against how quickly IT is expected to help you.
While a ticket is On Hold or Awaiting your reply, the IT response timer is paused — so the team is graded only on the time they’re actually able to work on your request, which keeps things fair on both sides. Please reply within 3 days though: after that the timer resumes automatically, so a quick response keeps your request moving.
When IT marks your ticket Resolved
Please open the ticket to confirm it’s fixed and leave a quick 1–5 rating. If something’s still wrong, reply on the ticket and IT will keep helping. If you don’t get to it:
- You’ll get one reminder email after about 2 days.
- If there’s no reply, the ticket closes automatically after 3 days — you don’t need to do anything.
- You can still rate it later — even after it’s closed — but you only get one rating per ticket, so once you send it, it’s final.
How quickly will IT respond?
Response times depend on the priority you choose:
| Priority | Details |
|---|---|
| Critical (P1) | |
| High (P2) | |
| Medium (P3) | |
| Low (P4) |
Which category should I choose?
Pick the one that best fits your issue — it helps your ticket reach the right person faster.
Incident
Something is broken or not working.
- Computer not working — Won't turn on, freezes, or black/blue screen.
- Printer offline / Ink issues — Won't print, paper jam, or faded printouts.
- Network outage — No internet or Wi-Fi won't connect.
- Email issues — Can't send/receive, or Outlook won't open.
- CCTV display error — Camera feed down, lagging, or black screen.
- Biometrics not reading — Scanner won't read fingerprint or face.
- Slow PC / Full Drive — "Low Disk Space" warning or very slow PC.
Service Request
Asking for something new, an item, or assistance.
- New user account — Email and login for a new hire.
- Software installation — Install Office, Zoom, or other work tools.
- Access requests — Access to shared folders or system modules.
- Equipment requests — Replacement mouse, keyboard, LAN cable, or ink.
- Password / Passcode Reset — Unlock account or reset a password.
- File Recovery — Retrieve an accidentally deleted file.
- Borrowing a Laptop / Printer — Temporary backup device while repairing.
Change Request
Planned modifications or system upgrades.
- Server upgrades — Add server memory or storage.
- Network modifications — Move or set up internet outlets.
- System enhancements — Update internal apps or websites.
- Website Block / Unblock — Allow or restrict website access.
Problem Management
Recurring headaches that need deep investigation.
- Frequent network interruptions — Internet keeps dropping all day.
- Repeated application failures — A program or portal keeps crashing.
- Defective UPS / Power supply — PCs or UPS failing in the same area.
- Recurring IP Conflict — Two PCs fighting over the same IP.
Handy features to know
Email updates
You now get an email when your ticket is received, when IT posts a reply, and when it's resolved — no need to keep refreshing. There's nothing to configure on your end; just make sure your email address is correct in Settings → Profile.
Attach any file
Screenshots, documents, or photos — attach up to 100 MB on your ticket and on every reply. Images preview right inside the ticket.
Reply thread
Keep the whole conversation on the ticket. When a ticket shows Awaiting User Reply, type your reply on the ticket page to send it straight back to the IT team.
Print / save as PDF
Open any ticket and click Print to keep a clean copy (with a QR code) or save it as a PDF for your records.
In-app alerts
The bell at the top bar shows real-time updates on your tickets — a new reply, a status change, or a resolution.
Rate the resolution
After a ticket is resolved you can leave a 1–5 rating and a comment. You can still submit it even after the ticket is closed — but you only get one rating per ticket, so once you send it, it’s final and can’t be changed.
Quick follow-up chat
The Follow up button (bottom-right) opens a quick chat. Type a ticket number (e.g. TGC-26-7F3KQX) to see its status and flag the IT team. You only need to follow up a ticket once here.
Follow-up tab & Push
Open Follow-up in the sidebar to see the tickets you've already followed up in the chat box. Each one has a Push button to gently nudge IT again — you can push the same ticket once every 30 minutes, and the button shows a countdown until your next push is allowed. For anything urgent, please call #7000.
Tips for faster help
- One issue per ticket — it keeps things easy to track.
- Add a screenshot whenever you see an error message.
- Keep your contact number current so IT can reach you.
- Check your notifications (the bell at the top) for updates.
- Confirm a verification email lands in your inbox after you register — it activates your account.