How to create a ticket in the Help Desk.
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Harmony uses a web-based platform to provide effective support to our employees. This site, will provide end users and agents useful information to review how to use our Help Desk System.  For our 2019-2020 School year, the New Help Desk System will support about 200 categories District-Wide. This System is only for Harmony Employees. 

 

  • Click on the icon below to get access to Parameters & supported services.

 

  • Target users: All Harmony Employees only
     

  • How to access the Help Desk: All users need to log in first through My Harmony Portal
     

  • How to create a ticket? Check this video
     

  • What Categories are supported by the Help Desk? Click here to see them
     

  • Can we escalate the tickets?  We do not use this feature. Instead, we use collaboration among Agents.
     

  • 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 agent at the same time. In this case, the agent needs to collaborate with the District Office or Central office agents if needed. Watching this video will help you what to do.
     

  • Do we assign a ticket manually? No. All categories will be routed automatically. Please, do not assign/re-assign tickets manually.
     

  • Can we reject a ticket? We prefer to recategorize a ticket instead of rejecting it. Watching this video will help you what to do.

     

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