Support Ticket Process

1. Purpose

This SOP outlines the steps for all end users to efficiently access IT support and resources using the FreshService service desk portal. Following this procedure ensures that support requests are properly logged, categorized, and prioritized for the fastest possible resolution.

2. Accessing the Support Portal

Open the FreshService Portal by navigating to the following URL in your web browser:

https://thevillage.freshservice.com/support/home

3. Finding Solutions and Services and Tickets (Self-Service)

Before submitting a ticket, it is recommended to search for an existing solution or service:

Search Bar

Use the large search bar at the top of the page to find solutions, service request forms, or check the status of a past ticket.

Browse Help Articles

Click the "Browse help articles" link (located to the left below the search bar). This will take you to a collection of helpful, basic articles and Frequently Asked Questions (FAQs) on common topics, such as printers and basic software issues.

4. Submitting a Support Ticket (Reporting an Issue)

If you cannot find a solution or need direct assistance, follow these steps to report an issue:

Initiate a Ticket: Click the "Submit Support Ticket" link, located to the right below the search bar. This will take you to the "Report an Issue" page.
Complete the Required Fields: Fill out the following sections on the form:

Field

Instructions for that field

Requester

This should be your Village email address. Confirm it is correct.

Building/Location

Be specific! Enter the name of the building you are in (e.g., MCL, Bay-Tek) and the location within that building (e.g., North Office, Shipping, Cell or Lane). This detail is critical for User Support employees if they need to visit your location.

Subject

Enter a short, descriptive title for your issue (e.g., "Account is locked," "Cannot log into Epicor," "Outlook keeps crashing").

Category

Select the most relevant option from the dropdown menu. Options include: Epicor, Hardware, Internet, Moves, Networking, Onboarding, Offboarding, Phone, Printing, Phishing Attempt, Software.

Details

This is the most important section. Clearly and fully explain your issue. Include:

What you were doing when the issue occurred.

The exact error message you received (write it out or attach a file/photo).

What steps you have already taken (e.g., "I rebooted my computer").

Any other relevant information that will help the User Support team assess the situation before they arrive or contact you.

Attach Files (Optional):

If you have an error log, a screenshot, or a photograph of the screen showing the error, use the Attach Files option to upload it. This can significantly speed up the troubleshooting process.

Set Priority:

Select the appropriate priority level from the dropdown menu:
1. Low: Minor issues that do not impact work (e.g., question about a feature).
2. Medium: Small inconvenience that affects a non-critical task.
3. High: Significant issue preventing you from performing core job functions.
4. Urgent: A critical issue impacting an entire department or major business function.

Final Submission:

Check the "I'm not a robot" box and select the proper images.
Click the "Submit" button to log your ticket.

5. What Happens Next

You will receive an immediate email confirmation that your ticket has been logged with a unique ticket number.
A User Support employee will review your ticket and begin working on a resolution and respond accordingly.
You can track the status of your ticket at any time by searching for the ticket number on the FreshService portal's landing page.