Frequently Asked Question
PROCEDURE FOR USING KAB HELPDESK SYSTEM TO RAISE AND TRACK ISSUES RELATED TO THE USE OF ICT IN SUPPORTING KABALE UNIVERSITY ACTIVITIES
The Directorate of ICT Services has installed a helpdesk/ticketing system. The system will be used in gathering, tracking, and resolving end-user issues arising from and related to the use of ICT to execute Kabale University activities.
Accessibility Platforms: The system can be accessed using both smart mobile phones and desktop computers running any of the known web browsers like Firefox, chrome and Microsoft edge among others.
The helpdesk/ticketing system can be accessed through the web link https://helpdesk.kab.ac.ug
A welcome screen is shown in Fig. 1 with key menu features like Open a new ticket, Check ticket Status, Register for an Account, Sign into your Account and Knowledgebase.
Figure 1: Kabale University helpdesk welcome page
Once the link displays information in Fig. 1, click Open a New Ticket and perform the following:
- Fill in your Email Address, Full Name, Phone Number and CAPTCHA
- Select a Help Topic
- Type Issue Summary and Details of the issue to be raised.
- Finally, click on Create Ticket to submit
Figure 2 displays the information required to register a ticket.
Figure 2: Required information to generate a ticket
A message will be received in the email address you provided at the time of filling the ticket form. A sample email is shown in Fig. 3.
Figure 3: A sample of an email received after submitting a ticket
In the message, click on the link view this ticket’s progress online to view the progress of the ticket. After clicking on the link, the sample output is shown in Fig. 4. Use this interface to provide any comment regarding the ticket. Post a reply can be used to add more information to the ticket.
Figure 4: Ticket progress screen
NB: To track more than one ticket, either register with the system and/or login in to the system. The Create Account is available on both the welcome screen shown in Fig. 1 and ticket progress screen in Fig. 4.
At the Directorate of ICT Services, we thrive to be the best in customer services through various innovative approaches. By this write-up, we are implored to begin using the ticketing system to raise & track issues related to the use of ICT in supporting Kabale University activities.