IT Help Desk

The IT help desk system home page is at https://mhsf.freshdesk.com/support/home, this home page allows you to search IT knowledge base articles.

The Firefly IT Helpdesk widget is documented here https://mhsf.freshdesk.com/a/solutions/articles/103000052448

Getting Assistance

There are three ways to get assistance, either by using the AI-based Chat function, or by entering some basic information into a new ticket, or using the IT Helpdesk widget on Firefly home page. Note that tickets can no longer be raised by email as the volume of email requests is adversely affecting the IT response time. 

1. Starting a Chat

From the IT help desk home page, click the Chat button as highlighted below, you do not need to logon. The initial Chat will be automated, but a member of the IT support team may join the session as soon as they are available. If the Chat fails to solve your problem then a ticket will be raised for you.

When you click on the Chat button, the initial chat pop-up windows appears (if you are presented with Don’t miss out on any replies! Allow push notifications? then click Yes.)

You can abandon the Chat at any time by clicking on the Start over button.

Simply follow the chat instructions, you will be guided through various common scenarios, and if the problem is not solved to you satisfaction then additional information will be gathered and a ticket raised.

Here is a short presentation on how to use the new IT Help Desk chat-bot functionality.

2. Raising a Basic Ticket

As an alternative to the chat, you can raise a basic ticket. From the IT help desk home page you must first click the Login link:

If you are presented with a logon screen, click on the customer Login link as highlighted below:

Once you have logged-in you will be able to click Submit a ticket

In Submit a ticket, there are a few mandatory fields (marked *) and an optional attachment button. Once complete click the Submit button.

3.  Using the IT Helpdesk widget on the Firefly home page

See https://mhsf.freshdesk.com/a/solutions/articles/103000052448

4. Viewing and updating your tickets

You will receive a email notification that a ticket has been raised, you can reply to this email to add any further details. You can also login to the IT help desk https://mhsf.freshdesk.com/support/home to view and update your tickets. Once a ticket has been raised there is no point raising it again as it will simply create extra "noise" and add to the IT workload. You can update the existing ticket at any time.