Judith MacFadyen We have designed a new streamlined look for the automatic emails sent out by the IT Service Desk. Several of you said you missed our emails as they didn’t stand out as anything important, or they weren’t laid out well so you couldn’t find the information you wanted easily.
The following screenshots show the new emails which will be coming shortly.
New ticket
Here is an example of the email you will get when you log a call.
Ticket update
Here is an example of an email telling you about an update to your ticket. If you want or need to reply to the message, you can do this by clicking the “Track my ticket” button, which takes you straight to that particular ticket:
Ticket completed
Finally, this is the ticket completed email, with a meaningful reason for closure (usually job completed). If you want to re-open the ticket or have comments to make, clicking the “Track my ticket” button takes you back to that particular ticket on the Self Service Portal.
Further information and contact
You can use the IT Self Service Portal to look up your ticket, add information and give us feedback, and we’ve highlighted this in the new emails with a “track my order” style button. We hope this will make it easier for you (and us) to provide you with an efficient service.
We welcome your feedback about the new email design, and would also like to hear from you if you have any suggestions about improving them. Please contact me via the Feedback section on the IT Self Service Portal, or you can email me directly.