Creating a Zoho Desk Account
Recently the Academy has noticed a gap in our security when submitting tickets. This lead to the decision that all users will need to create an account in order to submit a ticket. Please follow the steps below and continue to sign in to have access for ticket submissions. Agents can continue to use their account and sign in as normal.
Agents are anyone in charge of answering tickets that are submitted from staff.
Any users who are not signed into their accounts through Zoho Desk and respond to a ticket through their email notifications, will show up as anonymous and automatically default to ITs tech support needed tickets. This means that if you have a ticket open with another department and respond via email while signed out of Zoho, it will not be received by the original ticket handler.
Creating a Zoho Desk Account:
- Create an account through the following link: https://desk.zoho.com/portal/sdsuapex/en/signup
- Type your name and work email > Enter the captcha code if you are prompted
- If the captcha field does not appear, disregard and continue with the following steps
- Click Sign Up
- Users may already have an account that's been created. If you see "user already exists" this means you need to sign in through the sign in portal or click the Sign In button to the right on the image above
- A confirmation email will be sent
- Open your email and click "Accept the Invitation"
- Create your password and confirm
- Passwords cannot be the same as your User Name, passwords must be a minimum length of 8 characters, and cannot exceed more than 250 characters
- Click Register
- Your profile is now created. Enter in any additional contact information and click Save
If problems continue to persist from an error code or are unable to create your account. Please contact IT via email.
Responding to a ticket through Zoho Desk
Please avoid responding to tickets via email as they can get lost or assigned to IT if you're signed out.
- Sign in sdsuapex.zohodesk.com
- Navigate to My Area at the top menu
- See My tickets or Open (toggle this to see closed or on hold tickets as well)
- Once a ticket has been selected, respond to the ticket by clicking Reply and messaging through this method
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