Servicedesk – support ticket system
Organisational units of the University of Vienna can channel customer enquiries through the agent portal of the Servicedesk, thereby reducing support efforts.
Customers create an enquiry via the customer portal.
Access the agent portal (for agents only)
Form Allgemeine Anfrage zu Servicedesk (General request for Servicedesk)
Requesting project
Employees of the University of Vienna can request a new Servicedesk project using the form Neues Projekt für Servicedesk anfordern (Requesting new project for Servicedesk).
Setting up the agent portal
The ZID provides consulting and sets up the required projects as well as the agent portal with all necessary permissions and notifications.
Changes to the permissions or the extended configuration can be made by the responsible employees with the form Projektkonfiguration für Servicedesk anfordern (requesting project configuration for Servicedesk).
Using the agent portal
User guides: for agents
Agents can accept and process requests. If further tasks need to be completed in connection with a request, they can create sub-tasks or linked issues.
To inform other people about the processing of a request, they can be added as participants.
If the request has been sent to the wrong project, it can be moved to another project.
Training courses
To learn about the most important functions of the software, you can request individual training if required. To do so, please use the Servicedesk form Allgemeine Anfrage zu Servicedesk (General request for Servicedesk).
Support
For technical support on already existing Servicedesk projects use the form Allgemeine Anfrage zu Servicedesk (General request for Servicedesk).
Accessibility Statement
For information on the accessibility of the service, see Accessibility Statement (in German).