Understanding how to get tech help

What's a ticket?

Tickets are considered best practice for IT service management. The IT Service Desk takes in tickets through online forms you fill out. Once the online form is filled out and submitted, a ticket is automatically created in your name. By filling out a form, we can better route, triage and track your support needs. It is similar to submitting an email but allows us to automate some of our processes and gather important information from the start. This means improved response time and faster resolutions. You will receive email notifications on progress and changes to your ticket. You can also monitor your tickets and request updates. An IT Service Desk agent is assigned to every ticket and will work with you on resolving your ticket.

How does it work?

You fill out and submit a ticket online. An IT Service Desk dispatcher reviews and assigns your ticket. An IT Service Desk agent then works with you to resolve your ticket. 

Submitting a ticket

We have a general ticket form: Submit a ticket. This is where the majority of IT issues or requests will be submitted. You must be signed in to access this form. We ask you basic questions about your issue or request. These questions allow us to better understand what is needed to support you.

If you are unable to submit a ticket, please call the IT Service Desk at 1-888-733-5333.

Types of tickets

There is the general ticket form: Submit a ticket, which is used for the majority of IT issues and requests. We have other forms made for specific scenarios, like the Sign-in troubleshooting form. This form is specifically built for sign-in or password issues. It allows you to submit a ticket without signing in. The other ticket types are mainly used for staff and faculty to be able to request certain things or submit orders.

What is a knowledge base?

Our knowledge base is a collection of how-to information, in-depth descriptions, frequently asked questions (FAQs), product lists, step-by-step guides and more. It is designed to empower your productivity. If you're unsure how to do something and want to learn, this is the place to go. Make sure you are signed in for the best results. For cyber protection, some of our articles are only viewable if you are signed in.

The search bar

The quickest way to look up articles is by using the search bar in the top right. Make sure you are signed in to get the best results. Type in keywords and hit enter. Review and click through the list of articles to find the one that best suits your needs.

The knowledge base landing page

You can also click through the knowledge base categories to find information. This view provides a more holistic perspective. It is a good way to explore and familiarize yourself with the type of information available to you. Make sure you are signed in to get the best results. Click on the knowledge base tab in the main navigation at the top. Review the list and click on a category of interest. You can keep clicking through, filtering, and narrowing down until you find an article.

Our services

Our services page provides a full list of IT services available to you. It's a non-exhaustive but detailed list of all the areas within Sask Polytech we support. It provides transparency into our daily work and gives a better understanding of what we do and how we do it. It's also the space we use for housing our ticket forms.

Using the search bar

The quickest way to look up services is by using the search bar in the top right. Make sure you are signed in to get the best results. Type in keywords and hit enter. Review and click through the list of services to learn more.

The services landing page

You can also click through the services categories to find information. This view provides a more holistic perspective. It is a good way to explore and familiarize yourself with the type of services available to you. Make sure you are signed in to get the best results. Click on the services tab in the main navigation at the top. Review the list and click on a category of interest. You can keep clicking through, filtering, and narrowing down until you find a service listing.

You can find shortcuts to common places using the home page. We have designed it to include information on our most common IT tickets. It is a great jumping-off point to get what you need quickly. The blue buttons and purple icons are quick links to main actions. We have also included information like popular services, our IT Service Desk hours, and common troubleshooting directions. We recommend bookmarking this page in your browser for easy reference.

How to sign in

Look in the top right corner for the words Sign in. Click on them. You will be automatically signed in or prompted to sign in using your Sask Polytech account. You will see your name appear next to a profile icon as confirmation you are signed in.

It is important to sign in for the best website experience. For cyber protection, some of our articles, services, and information are only viewable after sign-in.

Issues with signing in

If you are having trouble signing in please submit a Sign-in troubleshooting ticket. You do not need to be signed in to submit this type of ticket.

Viewing your tickets allows you to see all details, comments, updates, and changes to your ticket in one place. It's the best method for tracking and monitoring your ticket progress.

Find a quick link on the home page – click the blue button labeled View my tickets. From here, you can filter through all your tickets by searching keywords or filtering. All open tickets should automatically appear at the bottom. Click on the title of your ticket to open it and view all your ticket details, or add a comment. To see completed or closed tickets, click on the Status Class drop-down and check on Completed and Closed.