Logging a ServiceDesk ticket via the ChatBot

Accessing the ChatBot

In the the bottom right hand corner of this page: https://servicedesk.roehampton.ac.uk/support/home

Select

to access the ChatBot

*You do not have to log in*

Logging a ServiceDesk ticket

1. Answer the questions; please note you can use a personal email address

2. An Agent will be able to log the ticket for you using the information you have provided in the Chat

NEST Team: an Agent is available: Monday - Friday 9am - 5pm
IT ServiceDesk: an Agent is available Monday - Friday 10am - 2pm

3. If you access the Chat outside these hours you will be automatically presented with the option to log a ticket in course of your Chat.

Managing your ServiceDesk tickets

Select the option: Check and Update your Ticket

1. Enter the email you logged the ticket with (e.g. a personal email) and the Ticket ID number (just the number).
You will have received notification of the ticket number in an email from no-reply-servicedesk@roehampton.ac.uk

2. Then you will have an opportunity to

View the status of your ticket
Read any conversations recorded in the ticket
Reply and Update the Ticket