Helpdesk 101
Getting started with our helpdesk software
Can I use email to reply to a ticket?
Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ...
How do I register on this Helpdesk
Do I need a new account for this helpdesk? KAA Staff users: No. You can use your KAA Google+ account to login directly to check your tickets: Click on Log in on top right of screen Instead of entering your username just click on "Sign in with Google+" Enjoy password free access to our helpdes...
I created a ticket, when can I expect an answer?
Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.
I don't find my answer in the knowledge base, what should I do?
Can't Find Your Answer? Don't worry! Our knowledge base is constantly growing, and we're here to help when you can't find what you need. What to Do Create a support ticket - This is the fastest way to get help Be specific about what you're looking for Include context about your situation Mentio...
What is a ticket? Is it the same as a request?
A ticket is a technical synonym we use for question or request.
Which department should I send my ticket to?
DRAFTAll Support Departments and functions are listed below.Admin Requests for letters to parents MIS Data issues IT Computer issues IT equipment/support bookings Facilities Room bookings Cleaning Furniture moves Reprographics Large print jobs Finance & HR
Who can use this Helpdesk?
The Kensington Aldridge Academy support helpdesk is available to all staff users of KAA as well as Creates companies and other approved users of the Academy building.Non-KAA staff will need to register a new account with us. Service Level Agreement will be determined by individual assessment of s...