Table of Contents

1. Introduction
2. Accessing the Application
3. Email Notifications
4. Viewing and Managing Requests
5. Dashboard Statistics
6. Viewing the Ticket Timeline
7. Frequently Asked Questions (FAQs)
8. Contact Support

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1. Introduction

The CCS Support Request App is designed to streamline internal support request management. Department Admins have the responsibility to monitor, update, and resolve incoming requests efficiently.

2. Accessing the Application

• Open your web browser and navigate to: [helpdesk.ccsbali.com]
• Login using your Department Admin username and password.
• After login, you will be directed to the Department Dashboard.

• Reset Password: Click on the email address in the top right corner and select Reset Password. Then, check your email and follow the instructions to change your password. If the registered email is a group email, check the inbox of the group members. One of the members can proceed with the password reset, and make sure your team is informed about the new password.

3. Email Notifications

When a user submits a request, department admins will receive an email notification from [email protected] with details of the new request.

4. Viewing and Managing Requests

• Navigate to the “Ticket” menu in the left sidebar.
• New requests are set to default status: New – Not Started
• Use filters to sort requests by Search keyword, Status, Urgency, Overdue, or Date Created.
• Click on a request to open the detailed view.

• Change the status based on progress (New – Not Started, In Progress, On Hold, Resolved, Closed).
• Update Completion Date and Time.
• Add notes in the Department Notes section.
• Click “Save All Changes”.

• The user will be notified of the update via email.

5. Dashboard Statistics

Department Admins have access to a Dashboard Statistics section where they can view key performance indicators for their department’s support requests. The dashboard provides:

• Total Tickets: Displays the total number of tickets received by the department.
• Open Tickets: Shows tickets that are still active (excluding Resolved and Closed statuses).
• Resolved Tickets: Includes all tickets marked as Resolved or Closed.
• Ticket Count by Priority: Categorizes tickets based on urgency (Critical, Medium, Low).
• Ticket Count by Status: Shows a breakdown of tickets by their current status (New, In Progress, Resolved, etc.).
• Ticket Count by Overdue: Displays tickets past their due date, but does not include Resolved and Closed tickets.
• Ticket Count by Isn’t Accomplished Yet: Tracks tickets that have never been marked as Resolved or Closed since submission.

This dashboard helps Department Admins monitor ticket flow, prioritize workloads, and identify overdue or unaddressed tickets efficiently.

6. Viewing the Ticket Timeline

Each request has a timeline that logs every status update made by the department admin. Users can view this timeline in the single ticket details page. The timeline includes:

• Status changes (e.g., from “Pending” to “In Progress”).
• Department admin notes.
• The date and time of each update.

This feature allows users to track the progress of their request and understand the actions taken by the department handling the request.

7. Frequently Asked Questions (FAQs)

Q1: What if I forget my password?

• Contact ICT support.

Q2: How can I prioritize critical requests?

• Filter requests by urgency and address high-priority ones first.
• Use the “Notes” section to communicate updates or delays.

Q3: What happens if a request remains unresolved for too long?

• Overdue requests are flagged for department follow-up.
• Admins should proactively update statuses and communicate with users.

8. Contact Support

For technical assistance, please reach out to: [email protected] or call extension 224.