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HPS Help Desk System
Harmony uses a web-based platform to provide effective support to our employees. This site provides end-users and agents useful information to review how to use our Help Desk System. The HPS Help Desk System supports 8 Departments with more than 80 categories District-Wide. This System is only for Harmony Employees.
How to submit a ticket (6 Minutes video)
Agent Training (25 minutes Video)
How to request collaboration
(8 Minutes video)
How to Recategorize a ticket
(3 Minutes video)
How to Resolve (close) a ticket or
Change its status (9 Minutes video)
How to Change your Profile
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Click on the icon below to get access to Parameters & Credentials (Sign in required to get access to this secure information)
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Who can use the Help Desk? All Harmony Employees only
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How do you access the Help Desk: All users need to log in first through My Harmony Portal. Then click on the Help Desk icon.
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How to create a ticket? Check this video
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What Categories are supported by the Help Desk? Click here to see them
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How long does it take for a ticket to expire? three (3) business days. What If I need more time? Check this video to learn how to pause a ticket.
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How to use the new smart button to solve or pause my ticket? Watch this video
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How to Resolve and close a ticket? check this video to learn about it.
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I created a ticket and it is assigned to me. Now what? Depending on the category of a ticket, the user can be a customer and an agent at the same time. In this case, the agent should collaborate with the District Office or Central office agents if needed. Watching this video will help you what to do.
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Can we reject a ticket? No, the option is no longer available. Please recategorize a ticket instead of rejecting it. Click here for instructions
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How to report absences at the Help Desk? Click here to watch the video and learn how.
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Do you have any other questions or feedback for the Help Desk System? Submit a ticket here by choosing the "Help Desk Feedback" Category
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