This page describes several ways to create a helpdesk ticket.
1. Quick Ticket: Walk-in & Phone Ticket
- Please refer to the Quick Ticket article for instructions on how to create a walk-in/phone ticket.
2. Email
- Email your inquiry to hub@twu.ca, which will generate a ticket in the queue.
- Please note that it might take a few minutes for the ticket to appear in the TD system.
- For more information, please check Email Request.
3. Service Hub Homepage
- Generally, helpdesk tickets are created through twu.ca/help.
- Choose the appropriate category for your inquiry. Each category has a description to help you understand its purpose.
- The number of categories available depends on your status:
- When not signed in: 9 categories (excluding Student Life (Incidents and Appeals) and Public Service Hub Forms).
- When signed in as a student or alumni: 10 categories (excluding Public Service Hub Forms).
- When signed in as staff or faculty: More than 10 categories, depending on the permissions granted.
- If you scroll down, you will see two services:
- General Request (use this if you are unsure where to click)
- Request for Information (use this to ask questions or request specific information).
- In each category, there will be several services to choose from. Select the one that matches your question and click "Request Service".
- Fill out the form with your information and detailed request, then click "Submit".
- If you create a ticket using this method, the default requester is you. Make sure to edit and change the requestor if you are submitting a ticket on behalf of someone else.
- For more information on changing the requestor, please refer to Edit a Ticket.
4. TD Dashboard - Application Tab
- Click on the "Application Menu" icon and select the application relevant to your request.
- In the menu bar, click "New" and select the form for your request.
- In the pop-up window, fill out the fields with as much information as possible and click "Save" on the top left.
- For more information on how to fill out those fields, please refer to Edit a Ticket.
- You can click on one of the links if you would like to create another service request or view the service request you just created.
5. TD Dashboard - People Tab
- Click "People" in the Application Menu.
- In the "Search Text" field, enter the requestor's name, ID number, or TWU email address, and then press "Enter" or click on the search icon.
- Select the correct name form the list of options provided.
- Click "Tickets" and then click "+ New".
- In the pop-up window, select the appropriate Application and form for the inquiry.
- Fill out the fields with as much information as possible, then click "Save" at the top left.