Northern Region Educational Services Commission

Help Desk Portal

How To Guide

Step 1: Where to find the portal link.

Make sure that you are signed into your Chrome browser with your @nresc.org account. 

Select the waffle on the upper right-hand corner of the Google homepage, scroll down until you see the IT Help Desk icon as illustrated below.

Step 2: Submit a ticket.

On the portal homepage, scroll all the way down and select the submit ticket button. When you submit the completed form, you will be taken to another page where you can see your ticket in the queue and review the status and comments.

How to review your tickets

Ticket statuses and updates are sent directly to your email. Alternatively, you can get a better overview of your tickets by checking back into this portal and selecting the “Tickets” link on the portal homepage.

On the tickets page, you can view tickets that are in an open, closed, or on-hold status as shown below.

At this time, our ticket is closed so we need to select the “Closed” tab to view the ticket. When we select the ticket, it will give a more detailed view of the work that has been done and additional options for our responses.

On the right side, we can see an option to add another ticket, the ticket ID number, the ticket status, who it is assigned to.

You can select the “Reply” option to send a response should there be more work to be done or if the issue has not been fully resolved. Sending any reply will reopen the ticket.

You can also place a comment. Comments are similar to replies. While replies re-opens the ticket comments do not change ticket status. For example: If you were to send a reply to say “thank you” the ticket will re-open, and the system will see it as the issue was unresolved.

How to submit a customer service rating

Instead of sending a thank you for our service, you can let us know how we are doing by submitting a customer service rating.

As previously mentioned, you also get updates of ticket status in your emails.

Find the email for the ticket stating that it was closed. At the bottom of that email, you can submit the customer satisfaction survey.

I think Josh did an excellent job with our ticket, so we are going to give him a good rating.