You can easily submit a ticket to the Help Desk by navigating to lgsd.freshservice.com and clicking on New Ticket at the top right, or by clicking on the "Submit A Help Desk Ticket" link in your Staff Links bookmark folder to go directly to the new ticket submission page.


To complete a submission, you'll want to include the following information:


  1. The name of the person requesting the ticket. This will usually be prefilled, but you can submit a ticket on someone else's behalf. If you are doing this, please "Add cc" and include the other person, especially if it is an issue they're experiencing. We may need to coordinate information or schedule a time to meet with them.
  2. The subject--be brief but descriptive of the issue. Instead of "Laptop", write "Laptop can't connect to the wifi".
  3. The Type of Incident--we have a pre-created list of Types of Incidents to describe the issue you're having. Please choose whichever one seems closest to your issue. If your issue is not listed, you may also select "Other/Unspecified".
  4. The description--please be as detailed as possible here. Let us know the problem and any steps you have taken to address it. Try to answer the 5 Ws (and 2 Hs) as they apply to your situation: Who, What, When, Where, Why, How, and How Much? For example: "My laptop is no longer connected to the Wi-fi. It was connected before I left work yesterday but when I arrived this morning, it was no longer connected. I am in my classroom and have tried going to other locations around campus to no avail. I checked the wi-fi connections and I do not see any available." The more descriptive and thorough you are here, the quicker we can come to a solution and provide you with a resolution to your issue.
  5. The location--if your issue may require us to visit in person to address it, please provide your site from the drop down list. If it does not require an in person visit (such as for a password reset), you can select "NA".
  6. The room number--same as above, if we need to visit in person it is vital that we have the specific room number we can find you in. Please include an R for the number if you are in a relocatable. You do not need to specify "Room" before the number, just the number (ie, "Room 5" would be unnecessary--just put "5").
  7. The number of Users impacted--this will help us to determine the severity of the issue. While there are many factors that go into the urgency, consider how many people this issue affects. If it is only your Wi-Fi not working and no one else is having a problem, this would be One (1). If it affects several people (such as your room neighbors) but not anyone else on the campus, this would be Several (2-10). If the entire campus is unable to connect to the internet, this would be Many (10+). Please note that this only helps us to make a determination and does not need to be 100% accurate, but your selection will not necessarily change how quickly we respond (as our goal is to provide a quick and effective response to ALL tickets).


Once you have filled out this form, please click Submit to submit the ticket to our Help Desk. It will be routed to the appropriate party to provide your assistance. For a visual guide, please see the attached PDF.