Using HelpMe Ticket System

If you only need to create a ticket, you can follow the instructions below, or simply email helpdesk@sccu.com.au and a ticket will be automatically created.

If you are the ticket administrator for your department, more information under Available Features for Administrators below.

Signing into the system

1. Open Chrome
2. Click on Managed Bookmarks > HelpMe
3. Click on Login (top right)
4. On the next page, under Are you a customer? Click on LOGIN HERE – at the bottom

Available Features for Users

1. Home - the main page you are looking at (pic below)
2. Knowledge Base - articles created by our IT Dept. regarding most common issues
3. Tickets - every ticket you have open in the system
4. Submit a Ticket - click here to lodge a new ticket
5. B (Your initials) - only shown when you sign in - used to control your profile settings (password, name...)
6. Quick search bar - to search for key words related to your situation, such as VPN, Remote Desktop, black screen, CashInsight...

And below , you will find the cards:

• Browse Articles - same as Knowledge base
• View All Tickets - same as Tickets
• Submit a ticket - same as Submit a Ticket

If you scroll down, you will see more on the Knowledge Base.

Available Features for Administrators

Once you log in, you'll see the Dashboard, which has basic information regarding tickets, such as number of Unresolved, Open, On Hold, and Unassigned tickets.

You can filter by All groups (=Department) in the top left, or see Recent Activity in the top right, clicking next to the red arrows below.

Managing tickets as an Admin

1- Click on the Tickets Tab (extreme left).

Here you can see:

Ticket box - with the tickets shown by that filter

Filters - you can specify your search here

And also some pre-configured filters to make our life easier:

a. "All tickets" - change this filter to show only open tickets (All unresolved tickets), or only new and assigned to you (New and my open tickets), or even tickets raised by you (Tickets I raised)

b. Sort By - changes the order in which the tickets are shown (if you've got a high volume of tickets, try the Last modified filter)

c. Layout - changes the ticket box view from Card View above, to Table View below

And at the top right:

d. New - where you can raise a new ticket, and ignore the other options, please :D

e: Your Profile Icon - to change your personal details (Profile Settings), and access the helpdesk from a non admin perspective (Go to customer portal)