Frequently Asked Question
Go to https://helpdesk.berkeley.net
Click the Open a New Ticket button
On the Open a New Ticket Screen enter your contact information. You must enter a valid email address and your full name. Providing a phone number is optional.
Help Topic - Choose the topic that best describes your help request.
| Help Topic | Explanation |
|---|---|
| Computer/Tech Support | Computer and Tech Support requests. Computer or device not working as expected, unable to access internet on specific device, trouble accessing software, keyboard not responding, etc. |
| G Suite & GMail support | Report issues or request help with the Google Suite tools (Gmail, Google Classroom, Google Drive, Google Docs, etc.) |
| Printer Issue | Report printing problems, or request help configuring printers |
| Network or WiFi Issue | Report network or WiFi issues affecting more than one computer or device. Use Computer/Tech Support if the issue is limited to a single device |
| Phone Problem | Report issues with Phones or Voicemail |
| QSS/ESS Support | Request support for ESS (Employee Self Service portal), or the QSS/QCC budget system. |
| Illuminate Support | Request support for the Illuminate Student Information System or Data and Assessment Systems. |
| Website Update Request | Request additions, or updates to the District Website. |
| Feedback | Offer feedback regarding technology issues, or technology support |
| General Inquiry | Make a general inquiry related to technology or report issues not related to the topics offered above. |
Ticket Details
| Ticket Details | Description |
|---|---|
| Reported Location | (Required) School or site where the issue is being reported, or where you are primarily assigned. |
| Room or Office | (Optional) The room number or office location |
| Issue Summary | A short summary of the issue you are reporting. This summary will be used to identify the ticket in email communications. |
| Issue Description | Use the form to provide details about the issue. You can include rich text (bold, italics, underline, etc.) attachments and inline images. |
Create Ticket
When you have finished entering your request be sure to click the Create Ticket
Confirmation
Once you have successfully created the ticket, you will be directed to a confirmation of the ticket request being created. You will also receive an email
The original osTicket documentation is available here:https://docs.osticket.com/en/latest/User/Ticket/Open%20A%20Ticket.html