User Guide: How to Use the WeHelp Ticketing System

Modified on Mon, 3 Mar at 1:32 PM

1. Check the Knowledge Base First

Before submitting a ticket, we encourage users to explore the Knowledge Base for quick solutions. The Knowledge Base contains articles, FAQs, and troubleshooting guides that may help resolve your issue without needing to wait for support.

How to Access the Knowledge Base:

Log in to WeHelp.DLSL.EDU.PH.
Click on the Knowledge Base link.
Use the Search Bar to find relevant articles.
Browse through categories to locate the information you need.
Follow the step-by-step instructions provided in the articles.

If your issue is still unresolved, proceed with creating a support ticket.

2. How to Submit a Ticket

If you cannot find an answer in the Knowledge Base, follow these steps to raise a support ticket:

Via WeHelp Portal:

Log in to your WeHelp account.
Click on New Ticket or Submit a Request.
Fill in the required details:

Enter the Requester's Name *
Which user type best describes you? (Applicant. Student, Faculty/Teacher, Partner/Staff. Parent, Others) - Select the appropriate category to help route your ticket.

A. APPLICANT
B. STUDENT
a. School Management System
- SMS Urgent
- Access/Account
- Admissions Concern
- Payment
- Vewing of Grades

b. Canvas Inquiries/Concerns
- Change Section
- Multiple Sections
- Double Section Entry
- Removal of Subject
- Subjects/ALC
- Subjects not Published
- Not Listed/Included in Section
- Parents Portal/Forgot Password
- Cannot add account of the student
- Canvas Access
- Canvas Account Activation
- Canvas Enrollment
- Canvas Updating
- Module Concerns
- Submission of Documents
- Other Canvas Issues

c. Canvas User Account
- Access/Account
- Course Subjects
- Adjustments

d. Assesment
- Your assessment is not available at the moment
- How do I request an assessment form?
- How to access my assessment for enrollment?
- Assessment form issues for new students
- Assessment form issues for old students

e. Admissions
- Missing welcome email
- Reservation
- Entrance Exam

f. Enrollment
- Statament of Account (SOA)
- Certificate of Registration (COR)
- Assessment Form
- Payment Concern
- New Joiner/Welcome Email

g. Payment

h. System Related
- Not loading
- Incorret data

i. Login Access
- Email concern
- Password concern (For any login-related concerns, plese provide an alternative email address in the description box)

j. Office 365
- Account Activation
- Forgotten Pasword
- Password Reset

k. Wi-Fi
- Multiple device onboarding
- Password Reset
- Forgot Password
- Can't Connect
- Connected but no internet
- Windows security issues

l. Network
- VPN
- LAN connection problem
- LAN Request
- Access point requeste (for special events)
- LAN Cabling
- Guest Account

m. Computer Hardware
- Standard Specifications (BYOD)

n. DLSL Portal
- Cannot login to portal
- ID turnstile activation (For new students and LPs)
- Event Registration
- DOES (Online Evaluation/Login Issue)

o. Software
- Adobe CC Account
- Sketch Up Account
- PMS Software Installation (College of Nursing)
- Canva

p. Email
- Others (For any email-related concerns, please provide and alternative email address in the description box)
- Forgotten Password/Reset
- Account Locked
- Storage limit exceeded (full inbox, Google Drive full)
- Email delivery problems
- Account Creation
- 2 Factor Authentication Settings
- Gmail Deactivation
- Sync Issues (Email not syncing accross devices)
- Customization and Settings

q. Others

C. FACULTY/TEACHER

a. School Management System (SMS)
- Payment
- Viewing of Grades
- Fetching of Grades
- Posting of Grades

b. Canvas
- Teaching Assignment
- Request
- Forgot Password
- New Account
- Canvas Access

c. Classroom
- Request

d. Office 365
- Account Activation
- Forgot Password
- Password Reset

e. Wi-fi
- Multiple device onboarding
- Password Reset
- Forgot Password
- Can't Connect
- Connected but no internet
- Windows security issues

f. Network
- VPN
- LAN Connection Proglem
- LAN Request
- Access Point (AP) request for special events
- LAN Cabling
- Guest Account

g. Computer Hardware
- Service Request
- Computing Device Request
- Standard PC Specifications
- Printer Request (Repair, Ink/Toner)
- Reformatting (Windows/Mac OS)
- Disposal Request (IT Related Items)
- OS Update

h. Canvas LMS
- Access/Account
- Courses/Subjects
- Adjustments

i. Software
- Software request
- Software installation

j. Digital Services
- Facilities Reservation System/Vehicle Reservation System
- RS
- Library Online Reservation System
- DLSL Portal
k. Email
l. AHRIS

m. Others

D. PARTNER/STAFF

a. School Management System (SMS)
- Access/Account
- Payment
- Viewing of Grades

b. AHRIS
- Forgot Password
- Account Creation/Access

c. Payroll

d. Office 365
- Account Activation
- Forgot Password
- Password Reset

e. Wi-Fi
- Multiple Device Onboarding
- Password Reset
- Forgot Password
- Can't Connect
- Connected but no internet
- Windows Security Issues

f. Network
- VPN
- Lan connection problem
- LAN Request
- Access Point request for special event
- LAN Cabling
- Guest Account

g. Computer Hardware
- Service Request
- Computing Device Request
- Standard PC Specifications
- Printer Request (Ink/Toner)
- Reformatting (Windows/Mac OS)
- Disposal Request (IT Related Items)
- OS Update

h. Canvas LMS
- Access Account

i. Software
- Software Request
- Software Installation

j. Digital Services
- DLSL Portal
- Facilities Reservation System/Vehicle Reservation System
- RS
- Library Online Reservation System

k. Avaya UC
- Acquiring Service Issue
- Login Issue (Username/Password)
- Account Refresh
- Additional/Replacement
- Avaya IX Workplace (Installation/Reset)

l. Email
- Forgotten Password/Reset
- Account Locked
- Storage limit exceeded (Full inbox, Google Drive Full)
- Email delivery problems
- Account Creation
- 2 Factor Authentication Settings
- Gmail Deactivation
- Sync Issues (Email not syncing across devices)
- Customization and Settings

m. Canvas
- Forgot Password
- New Account
- Canvass Access

n. SAP
- WebApp account
- Apptech Support

o. AHRIS
- Forgot Password
- Account Creation/Access

p. Others

E. PARENT

a. School Management System (SMS)
- Access/Account
- Payment
- Viewing of Grades
- Admissions Concerns

b. Family Sign-up

E. Others
Enter the Requester's Email Address? *
Provide Student or Employee ID (Enter NA) if not applicable) *
Enter the Subject of Your Request * - A brief summary of the issue.
Provide a Detailed Description or Additional Information * - Provide a detailed explanation of the problem.
I agree that my personal data will be handled in strict compliance with the Data Privacy Act of 2012 (RA 10173).
Attachment If applicable, upload screenshots or documents to provide more context.
Cancel
Submit - Click Submit to send the ticket to the support team.

3. Tracking and Managing Your Ticket

Once you have submitted a ticket, you can track its progress and communicate with the support team.

To View Your Tickets:

Log in to WeHelp.
Click on Tickets.
Select your ticket to view updates, add comments, or attach additional files.

Responding to Tickets:

If the support team requires more information, you will receive an email notification.
You can reply directly from your email or log in to Freshdesk and update the ticket.

Closing a Ticket:

Once your issue is resolved, you can close the ticket by clicking Mark as Resolved or Close Ticket.
If the ticket is closed but the issue persists, you can reopen it or create a new ticket.

4. Best Practices for Faster Resolution

Always check the Knowledge Base before submitting a ticket.
Provide detailed information in your request to help the support team understand and resolve the issue efficiently.
Categorize your ticket correctly to ensure it reaches the right department.
Respond promptly if the support team requests additional information.

By following these steps, you can efficiently use WeHelp to resolve issues while minimizing delays. If you need further assistance, feel free to submit a ticket through the system.