How to Submit an Incident via Helpdesk (SysAid)

The Information Resources Management (IRM) department at The American College of Greece uses the SysAid platform as its ticketing system. Through this system, you can submit incidents, report IT-related issues, or request services and software for College-owned devices (such as instructor computers or lab machines).

Please follow the steps below to ensure your incident is submitted correctly.

1. Access the Helpdesk Portal

   You can access the Helpdesk (SysAid) portal using either of the following methods:

   • Desktop shortcut: Double-click the Helpdesk shortcut available on your desktop. This will open the Helpdesk portal in your default web browser.
     
      
   • Web browser: Open your preferred web browser and navigate to: https://helpdesk.acg.edu.
      

   Log in using your ACG credentials (username and password). If you are already signed in to ACG services, you may be logged in automatically.

2. Submit an Incident

   • Once you are logged in to the Helpdesk portal, locate and click Submit an Incident.

   • This will open the incident submission form, where you can report your issue.

     

3. Select the Correct Category

   The Template field is automatically populated based on your ACG account (Student or Faculty/Staff).

   Under the Category section, complete all three fields:

   • Support Area – Select the area that best matches your issue (e.g., Faculty/Staff Support or Student Support).
   • Category – Select the type of issue (e.g., Software, Hardware Problems, Blackboard Learn, Network Problem).

   • Subcategory – Select the option that best describes your issue. The available subcategories will change based on the category you selected (e.g., Install/Uninstall Software).

     

   
   Completing all three category fields ensures your incident is routed to the appropriate support team, helping to reduce response and resolution times.

4. Fill in the Incident Details

   Provide clear and complete information:

   Subject: A short summary of the issue
   Example: “Unable to connect to Wi-Fi in Library”

   Description: Explain the problem in detail:

   • What is not working?
   • When did it start?
   • Any error messages?
     

5. Add Attachments

   If possible, attach:

   • Screenshots of errors
   • Photos of equipment issues
   • Any relevant documents
      

   This helps the IT team understand the problem faster.

   

6. Urgency

   Urgency refers to how quickly an issue needs attention:

   • Low → not urgent (can wait)
   • Normal → medium priority (affects work but has workaround)
   • High → important / system impacted but not fully down
   • Very High → urgent, major disruption, needs fast attention
   • Urgent → highest severity (critical outage / full stop / business blocking)
      

   If unsure, choose normal priority—the Helpdesk team will adjust if needed.

7. Location Selection

   • When submitting an incident, you will be required to select the campus where the incident took place.
   • Please make sure you choose the correct campus from the dropdown list.
   • This helps ensure that your report is directed to the appropriate local team for faster handling and resolution.

   

   If you are unsure which campus to select, refer to the location where the incident occurred or contact support for guidance before submitting your report.

8. Submit the Ticket

   • Review your information carefully.
   • Click Submit.
   • You will receive a confirmation email with a ticket number.
     

9. Track Your Ticket

   • Return to the Helpdesk portal anytime.
   • Go to My Tickets.
   • Check status updates (Open, In Progress, Resolved).
   • Respond to technician comments if needed.