Using GetHelp (the new MVLA Support Desk)

The new help desk can be accessed by going to: https://mvlauhsd.gethelphss.com/ (Please bookmark this!)

Please make sure you are logged into your google Chrome browser and gmail account.

Once users have logged in, the system will

1. identify you and 
2. any technology devices issued to you.  Users can request help for the said device or
3. Create Ticket

In the example below, we used “Create Ticket”

Above are the problem types users where users can request assistance.  For this example, we clicked on Google.

Select the Google issue (for this example, we used Gmail)

	(1) When the user starts typing the Summary or (2) Description, Related Articles will pop-up (3) on the right - users may find the solution to their challenge. (4) Users can upload files as needed to help demonstrate the problem. (5) Click next
	If the challenge is happening with a specific device, that can be noted (1), but it is not necessary.  Click Next (2) to move forward
	(1) Site should auto-populate; if it does not, choose your respective site from the dropdown (2) Room # will not be valid for students (3) Enter phone # or best number to reach you (4) Submit
	Verification of submission

Viewing your Ticket

	Users can (1) Add Comments or (2) Start a discussion (3) Click Submit
Activity/ Discussion can be viewed when scrolling down:

NOTE:

Users will receive an email when the ticket has been assigned to a technicians

Users can Add Comments via email or through GetHelp; it all shows up in the same record

Users can see the status of their tickets from the GetHelp Dashboard:

(1) Shows the ticket with a “blue” edge - indicating (2) that the ticket is OPEN.