TU Dresden trouble ticket system
- Tags
- B2B, Consulting, Help/Support, Information, Collaboration
- Target group
- Employees, Externals, Guests, University Students
- Service provider
- Centre for Information Services and High Performance Computing (ZIH)
The central ticket system of the TU Dresden - operated by the ZIH - supports service-providing units in the structured processing of customer enquiries. It includes a customer portal for employees and guests of the TU Dresden (access to own tickets; access to FAQs, which are published for TU members), an agents' portal for registered users (ticket processing, FAQ editorial office) and a FAQ portal (access to FAQs published worldwide). Ticket processing follows a defined process. Tickets are either generated by retrieving a mailbox or entered manually by an agent. They are initially classified, prioritized (First Level Support) and processed after transfer to the responsible agent (First, Second and Third Level Support).
Protection level according to the Federal Office for Information Security (BSI) This service is permitted up to the protection level shown below. You can find further information on the respective page or in the provided document. Protection level: high
Provision time The time required to prepare the service for use. ca. 2-5 workdays (für neue Agenten, Queues in bestehenden Bereichen)
Subject to charges no
Service access https://tickets.tu-dresden.de
Operating time You can access the service during the times given below. 24/7
Further information for this service (e.g. a manual or other instructions) is available.