How to use ESD (Freshservice) User Guide
Welcome to New ESD- the IT service desk with a fresh twist.
This user guide will walk you through everything you need to know about new ticketing Tool. This Portal also provide self-help solutions to common IT issues in knowledge base. You can refer to these solutions to solve problems you face and (if still required), raise a service ticket for service desk to resolve. Here’s how to get started.
Logging into Ticketing Tool – ESD
Below is the URL for your service desk: esd.edifecs.com.
You have access to your service desk’s knowledge base and announcements after you login.
You’ll will be not able to raise a ticket without logging in (you’ll be prompted to provide your Edifecs email address) and need to login in order to track a ticket you’ve raised. Click on “Sign in with your email ID & Password.
You can login to Ticketing tool using one option: 1. Your official email address and its domain password.
Self-Help Solution Articles
The Edifecs service desk want you to resolve some issues on your own. To help you with this, we provide solution articles in knowledge base. You can access these articles right from the self-service portal
The knowledge base is provided right on the home page, but you can use the search field to find solutions for specific issues.
Suggested solutions
Ticketing tool also suggests solutions in case the issue you’re reporting happens to have a relevant solution in the knowledge base- even before you submit the ticket.
Raising a Ticket
Click on the Report an issue button to access the ticket submission form.
Although you can access the form only after logging in, so it is mandatory that you login
before submitting a ticket, for two main reasons.
Firstly, it gives you access to the entire form as opposed to when you are logged out (for instance, if you’re logged in, you can you can specify assets- like your laptop etc.- that the ticket pertains to).
Secondly, it ensures that the ticket traces back to you easily and avoids potential confusion caused, for instance, by inadvertently mistyping the email address.
Tracking your Tickets
When you click on the Tickets tab, you get a list of your tickets. By default, this list shows your open and pending tickets, but you can change the filter to show just the resolved and closed tickets or all of your tickets.
You can also sort your tickets based on:
● Date Created
● Last Modified
● Status (default)
● Ascending order ● Descending order
From this list, click on the ticket you need to track. This opens the detailed view for the ticket that provides information like the name of the agent working on it, the current status and any conversation that has happened on the ticket so far. At the detailed view, you can post a reply, mark the ticket as closed and even add people to be notified about future activity on the ticket.
Exporting Tickets
Freshservice lets you export your tickets in CSV or XLS format, should you need a detailed copy of them. You can choose (tickets created in) a specific time period and specific fields to be Exported.
To export tickets, go to the Tickets tab and click on Export tickets.
Then select the file format, the time period and the fields you need to export.
Raising a Service Request
The Service Catalog consolidates all the services that you, as an employee, are entitled to. The catalog makes it easy for you to request for services by providing a one stop shop on the portal.
To raise a service request,
1. Login to the end user portal and click on either Service Catalog or Request New Service.
2. From the list of services click on the one that you want to request. You can even search for it directly.
3. This takes you to the checkout page that provides more details about the service and tells you when you can expect it.
- In case you’re placing the request on somebody else’s behalf, enter their email address
and then click on Place Request.
This creates a Service Request automatically. You can keep track of it from the Tickets tab
Announcements
Your IT department might sometimes need to update/alert you about upcoming events like server migrations, possible downtimes etc. They can do this by posting an announcement on Portal.
Announcements are displayed on the right pane on the Home tab. You can view them after logged in.