Work Instructions Manual

LightHouse Ticketing System Guide:

(How to raise ticket, manage ticket, close ticket, and
provide rating)

Reference No.

Version No. 01

Process Owner. ISupport Worldwide

Effectivity Date.

Prepared By:

Position / Title Name Signature Date

IT Helpdesk Pat Ortiz 9/11/2020

Reviewed By:

Position / Title Name Signature Date

IT Supervisor JD Resurreccion

Approved By:

Position / Title Name Signature Date

Senior IT Manager Gian Karlo Andrade

The information contained in this document is a property of Stellar Philippines Inc.

It may not be copied, reproduced, and released to any third party, and/or
used in any other way without the express prior written consent of the owner of this document.
 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

DOCUMENT HISTORY

Version Issue Date Author Description / Changes Page No.

V1 9/11/2020 Pat Ortiz Creation

 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

1. HOW TO RAISE TICKET

A. Open any web browser and go to the link below. You will be redirected to the login page of
LightHouse ticketing system.
LightHouse URL: https://desk.zoho.com/portal/isupportworldwide

B. On the login page: Input your Email Address and Password then click “Sign In”.

C. Once logged in, you will be redirected to the home page. Click on Tickets.
 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

D. On the right corner of the page  Select the department that you want to raise
aticket/concern then click Add ticket.

E. Fill out all the needed fields then click Submit to create the ticket.
Note: Make sure to add all the details you have on your ticket for faster resolution.

• On the Department field, you

can still change it to a different one if you
wish to submit a ticket to a different
department instead by clicking on the
down arrow.
• On the Product Name, you can
type the product name on the textbox
and suggested words will appear or click
the magnifying glass icon to show all the
available products or service offerings
available.
 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

2. HOW TO MANAGE AND CLOSE TICKET

A. On the My Area tab, you will see all your open, closed, and on hold tickets.
B. Click one of your open ticket that you want to manage/modify.

C. You can reply and leave a comment on your ticket. This’ll give an update to the ticket and
notify the department handling your ticket.
 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

D. When you click the “Edit” on the right side of the page, you can still modify some of the
fields(not all).

E. If your ticket is already resolved/closed but ticket status is still open, you can also close the
ticket from your end. Just click the Close ticket button on the lower right part of the page.
 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

3. HOW TO PROVIDE RATING

A. After the ticket is closed, you will be notified via email along with the survey on how the ticket
was handled. You will be presented with 3 options. Just choose which best describes your
experience on the ticket.
 WORK INSTRUCTIONS MANUAL
Process Owner:
IT Helpdesk Team LightHouse Ticketing System Guide

B. If you click any of the rating options, you will be redirected to your browser. Click the Submit
button to submit the rating or you can add some comment on the ticket if you wish to do so.

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