How to find the system and log in

To access the VUSD Service Ticket System, click the link below and log in with your Google vusd.us account. This is not the same account you've used in the past with SRTS. Most employees are using their vusd.us accounts regularly. If you do not know how to use your Google vusd.us account, ask a coworker or supervisor or give our helpdesk a call at 730-7627.

VUSD Service Ticket System: https://servicetickets.vusd.org

Introduction video: https://www.awesomescreenshot.com/video/2968317?key=3d6bc101ab7b05f82e36e6a53fc4f314

You can find a link to the VUSD Service Ticket System at any time on the VUSD website. It's under "For Staff -> VUSD Service Ticket System".

How to create a new ticket

After logging in, you'll be see some options. Click "Create a Ticket" to make a new request. From the start page you can also view existing tickets you've created or search for answers to common questions or issues. There are also areas to check the status of various systems that we monitor (things like PowerSchool, Zoom, Schoology, etc.) and to change your VUSD passwords. Note the "VUSD Systems Status" line at the top-right of the start page. Before creating a ticket about something not working, check up there to see if we already know about it. The line will say "All Systems Operational" if no issues have been reported.

VUSD Service Ticket System Front Page Notes (click the picture to make it bigger).

After clicking "Create a Ticket", you'll be at the "Submit a Ticket" screen. Choose your site and service area. Note that the Maintenance, Custodial, and Grounds service areas are in there as placeholders. They have not been set up in the new system yet. You will continue to use SRTS to create tickets for those departments. Do not select them until they've made the transition to the new system. We'll notify you when that happens.

After selecting the service area, select the request type. Choose the most appropriate category. As mentioned at the top of the "Submit a Ticket" page, there is a link you can click that will show you all the available request types that are set up in the system. It may be a little tricky to find the appropriate request type while we all get familiar with this new system. Use the link to see the entire list all at once. This will make things easier to find. The system will likely be updated with new request types over time. We'll keep the list updated for reference.

While filling out all the information for a ticket, you'll notice new sections pop up based on what you select. Work your way from the top of the page down to the bottom and complete each section as it appears. Be sure to fill out every section that has a red asterisk next to it. That means those sections are required. When you're finished, click "Submit". That's it! Your ticket has been created!

Useful tip! As you work your way down the ticket screen filling in information, keep an eye on the "Related articles" area on the right. If you've typed in something that matches an article that's been created by one of our support departments, it will bring up that article for you. Click on the articles that come up to check them out. You may be able to find help with your question or issue without having to create a ticket! Note that there are only a few articles in the system at the moment. Each department will be adding their own articles over time.

Note that after your ticket is marked as “Resolved”, it will sit in a holding queue for 48 hours. After 48 hours the ticket will be marked as “Closed”. This 48 hour window will give you a chance to reply if the issue wasn’t resolved to your satisfaction. 

Example of a ticket that's ready to be submitted (click the picture to make it bigger):

How to check the status of existing tickets

On the home screen, click on "View Your Tickets". From there you can check the status of tickets you've created, reply to the ticket, or mark the ticket as closed. Marking the ticket as closed can be used if you answer your own question, solve your own issue, or accidentally create a ticket by mistake. You can also change the ticket details if needed (like if you need to change the service area or request type).

VUSD Service Ticket System "View Your Ticket" list (click the picture to make it bigger).

VUSD Service Ticket System Example Ticket (click the picture to make it bigger).

Tips and Tricks

One of the best features of the new system is that you’ll be able to reply to tickets via email. You’ll receive a confirmation email when you create a ticket. You’ll also receive emails when your ticket is resolved or
when a member of one of our support staff reply or post comments to the ticket. If you reply to the emails, your comment will be added to the ticket!

Another great feature is that it works anywhere! You can use it at any of our sites, on the road, or even at home. It works great from cell phones and there are even mobile apps you can install. There are direct links to the mobile apps at the bottom of this page.

VUSD Systems Status Information

Click on the VUSD System Status link in the blue menu bar or at the top right. This will take you to a page that shows the status of various systems. If things like VUSD Internet, Email, PowerSchool, Zoom, Schoology, or Clever go down, we'll put information on this page about it. If a system you are trying to use is down or not working properly, check the status page for more information before creating a ticket. We may have information there that will answer your question or give an estimated time until the system is restored.

Mobile App

After installing the mobile app, point it to our address. The address is "servicetickets.vusd.org" (without the quotes. Use your Google vusd.us account to log in.

Android phones (Samsung, LG, etc.): https://play.google.com/store/apps/details?id=com.freshservice.helpdesk&hl=en_US&gl=US

Apple iPhone or iPad: https://apps.apple.com/us/app/freshservice/id891265220