Part 1: Visit The Website

Visit the PED FreshDesk Portal https://nmped.freshdesk.com/support/home 

Part 2: Options You Will See On The Homepage

1: NM Public Education Department

On the top Left Hand Corner of the Website you will see our logo for the NM Public Education Department. If you Click on this link, it will take you to the STARS Home Page.

2: Home

If at any point in time you click away from the Home Page, this will bring you back to the FreshDesk Ticket System Home Page.

3: Knowledge Base (KB)

This will be a Database full of helpful information. There will be guides and answers to many questions here. You may wish to search the Knowledge Base (KB) Before Submitting a New Ticket. This is a new Ticket System we will be implementing more articles as time goes by. 

4:Login/Sign Up

This section is for the Admins who will be processing your tickets. You will not be able to login or sign up so you can ignore these two options.

5: Submit a Ticket

Clicking Submit a Ticket will take you to a new screen that will ask for information about the ticket you are opening.

Part 3: Fill Out The Form With All The Required Information

There are 7 different sections as outlined below. For those who cannot see everything clearly in this picture, we will highlight each section and go into detail about each one.

Section 1: Requestor

This will be an email address and not a name. Once you enter the email address, then you will see the option for your name show up. You will want to use your State PED Email and not a personal email address. In the future the System will be limited to the New Mexico Public Education Department Domain.

Section 2: Your Name

This is where you will enter your full name.

Section 3: Subject

This should be a short explanation of the reason for the ticket. Save all the details for the Description Section.

Section 4: Description

In this section, please explain the reason you are creating the ticket. Use as much detail as possible. This will avoid us having to ask for more information later. This will also avoid any delays in getting your issue resolved in a timely manner.

Section 5: Captcha

Put a check in the box and follow the instructions to prove you are not a robot. 

Section 6: Attachment

If necessary to show us the issue you are having or to provide us with information we would need to complete the ticket, you can upload files here. This is not required so if you don’t have a file to upload, just skip this section.

Section 7: Click Submit

Go ahead and check everything and make sure there are no mistakes or missing information. Once you are satisfied with the ticket, just click submit.

Section 8: Email Updates

Once your ticket has been assigned to someone and they start handling the ticket, an email will be sent to you with more information and the next steps to take in order to resolve the issue.

Part 4: Updating The Ticket/Adding More Information

If you would like to update your ticket or provide more information, all you need to do is reply to the email you received from support@nmped.freshdesk.com as discussed in Section 8. This will update the ticket with the new information you provided and it will be seen by whoever is assigned to work on your ticket. Even if the ticket was closed, replying to the ticket will reopen it so only reply to the ticket if you need to provide more information or if the issue is not resolved.

Support Contact:

For assistance and or questions, contact TJ Lockwood or Jaye Gass: 

timothy.lockwood@ped.nm.gov | jaye.gass@ped.nm.gov