Creating a Helpdesk Ticket


1. Click on “New Support Ticket” to create a new helpdesk ticket and enter the following details:

  • Requester: Your email address.
  • Subject:  A summary of the fault or query.
  • Description.  Include the following: 
  • The date and time the Fault or Query occurred.
  • A concise explanation of the Fault or Query.
  • Steps to create the Fault (if applicable).
  • Any errors that are logged on the system.
  • Attach any files that support the investigation of the helpdesk ticket, e.g. log files, screenshots and/or configuration files.
  • OPTIONAL: Primary phone number, if different from the user details under “My Profile”. 


2.  Click ‘SUBMIT’ to submit the new ticket. 


3. Once the ticket has been submitted, click on “Check ticket status” to see the newly logged call in an OPEN state along with the assigned Ticket ID.  Please use the Ticket ID when communicating with Mobile Worker Plus Support about the ticket.



Updating a Helpdesk Ticket


1. Log into the Helpdesk Database with the user login details created (helpdesk.mobileworkerplus.com).


2. Click on "Check Ticket Status" to view open helpdesk tickets.


3. Click on the ticket description e.g “Ticket ABC #11”. 


4. Update the ticket with one of the following: 

  • Click on “reply” and add the update to the ticket, attaching any files if required.
  • Click “mark ticket as closed” to indicate that the issue is resolved. 
  • Click “add people to conversation” to add other members to the helpdesk ticket. 

 


Raising a helpdesk ticket via email


In order to raise a ticket via email you simply need to send an email to 'helpdesk@mobileworkerplus.com'. When you do you will still need to provide the following details:


  • Subject:  A summary of the fault or query.
  • Description.  Include the following: 
  • The date and time the Fault or Query occurred.
  • A concise explanation of the Fault or Query.
  • Steps to create the Fault (if applicable).
  • Any errors that are logged on the system.
  • Attach any files that support the investigation of the helpdesk ticket, e.g. log files, screenshots and/or configuration files.
  • OPTIONAL: Primary phone number