The CBH IT Team are always here to help, but we do ask you to contact us in a specific way - via the CBH HelpDesk (except in certain circumstances mentioned below). This is so we can prioritise calls in order of urgency and direct your issue to the appropriate part of the support network - IT Support, Housing Systems or the SharePoint Team.


The HelpDesk can be reached from any Internet connected device - it's a web page so if you can get on to the Internet then you can get assistance anywhere on any device - you DO NOT have to be logged in to Live Desktop ('The Pond')


You should always contact the CBH IT Team first, not the CBC ICT Team (except in one instance, explained below)


Here are the main ways that you can connect - 


Office 365 - log in to Office 365 using your CBH account and click on the App launcher (aka 'The Waffle'). HelpDesk is called CBH Freshdesk Help Desk in this area - you may have to click on 'All apps', find it in the list, then right click and 'Pin to launcher'



Directly from a browser - open any Internet browser and go to https://cbhits.freshdesk.com - this link takes you to to the Knowledge base which you can use to search for many easily followed self help articles which will hopefully solve your problem quickly without having to 'raise a ticket' (you can also sign in to HelpDesk to raise a ticket by using the link at the top right of that page).


Use the Freshdesk App - you can now download and install the Freshdesk app for Android and Apple devices - just search Google Play or Apple App Store for Freshdesk...


It's easy to install...


During install it will ask for the HELPDESK URL - just enter https://cbhits.freshdesk.com ...


Then enter your login details (email address and password) - if you've forgotten your password there's a 'Forgot Password' link - PLEASE DON'T try and create another account - that won't work as we won't be able to reply to you.



WHEN CAN I GET HELP WITHOUT RAISING A TICKET?


There are a few instances when the rule of raising a ticket with CBH IT doesn't apply:


  1. If your device - laptop, 2-in-1, mobile - doesn't work and/or there's NO WAY you can get on the Internet then you can phone Dan Wilkinson, Chris Bews or Reece Coleman directly whatever the problem and we'll take it from there
  2. If you can get to the login screen of Live Desktop/The Pond but your password isn't accepted or your account is locked then you can contact the CBC ICT Team on 01206 282399 and ask them to reset your password/unlock your account - PLEASE NOTE THAT THIS IS THE ONLY OCCASION YOUR SHOULD CONTACT CBC ICT DIRECTLY - DON'T FORGET IT'S VERY EASY (AND USUALLY QUICKER) TO RESET YOUR OWN PASSWORD - just search 'reset' in the solutions section of the CBH Help Desk
  3. If separate arrangements have been agreed (usually in the case of projects or on going issues)


PLEASE ALWAYS TRY SEARCHING THE KNOWLEDGE BASE/SOLUTIONS IN HELPDESK FOR YOUR SPECIFIC ISSUE BEFORE RAISING A TICKET - we have many easy to follow self help articles which may resolve your issue quicker than raising a ticket