The NHSmail Helpdesk Self-Service allows the associated raiser of the ticket to view and track progress through the ticket’s life-cycle. Tickets are separated into two groups within the NHSmail Helpdesk Self-Service which Open and Closed. To access the ‘My Tickets’ area, select the Open Tickets counter within the banner.
Once selected, the following will be presented.
The number of tickets open and closed will be stated next to each tab heading. Please note that closed tickets will remain visible within the NHSmail Helpdesk Self-Service for 30 days.
To view the contents of a ticket, click the ticket reference ID. This will present the following screen with associated details of the selected ticket.
The full contents of the ticket can be viewed including the status details provided at the point the ticket was raised. In this example, the ticket has been resolved. The ‘Activities’ section aims to capture an audit of the ticket including any communications sent by the system. These can be viewed by selecting the ‘Show email details’ option.
