Frequently Asked Question

When you go to the helpdesk site or end up at the login page, you can now click on the Sign in with Google button.

This means you can also visit the site directly and sign in to check on tickets, even if you can't find one of the helpdesk's emails about your ticket. In order to see this page, you may need to click Sign In in the upper right corner of the site.

As long as you're already signed into your ECCSS G Suite (Gmail/Google) account, you'll be signed right into the helpdesk, with no need for a password. Other people with Gmail accounts should also be able to sign in this way.

Once you login, you should be taken to the page for your ticket or to a page listing all your open tickets. You can also use the links at the top to view help articles on our Knowledgebase or Open a New Ticket from the web.

I know that IU9 uses G Suite, and I'm fairly certain that SMASD does, too, so anyone whose email is through either of those organizations should be able to login using their G Suite account, too.

A few other important notes:

• This new feature will not affect your ability to open new tickets without signing in.
  
  
• You can still open tickets by emailing helpdesk@eccss.org.
  
  
• Please remember, though, that tickets for event setup; new students, faculty or staff; and iPad app requests should always come in through the website, because there are custom forms for those help topics which prompt for information we need.
  
  
• Most tickets only have one person on them, so most helpdesk emails will still include links that automatically sign you right in when you click on them.
  
  

Please open up a ticket via email if you're having any trouble or if you're not able to sign in.

Explanation and Background

It was brought to our attention by a few people that, after a helpdesk software upgrade in early 2019, some people were having issues accessing some of their tickets. It was determined that this was a result of the fact that, on tickets with collaborators (where multiple people have been added), the links sent by the helpdesk weren't including login tokens. They were just generic links to the tickets, which meant peopled ended up at the login page.

We had been operating everyone with "guest" accounts which didn't have passwords. Instead, they just used the emailed links to authenticate everyone on the helpdesk. This was intended to make it as easy as possible to access tickets. However, that meant that when confronted with the password field, folks didn't have anything to put in there.

To correct this issue without making everyone create and remember a new password for their helpdesk account, we set things up so you can authenticate with your ECCSS G Suite account.