We’re here for you – remote or onsite with our fanatical and friendly staff to help you out.
We look forward to serving your IT needs. This document walks through how to submit support requests to our team so that we can best serve you quickly and accurately.
We use support tickets to track each request, make sure we remain organized, and address and resolve your needs. For this to work effectively, we follow a rule of “One issue per ticket and one ticket per issue.” By keeping each ticket focused on only one thing, we are better able to make sure we address each of your requests and involve the most appropriate team member to resolve each request.
To do this effectively, we need your help. Below are some guidelines to follow when working with support tickets.
Please provide a clear and concise description of the issue you are having.
“Receiving error while logging into my computer”
“Can’t Log In”
Please provide as much information as possible about your request. The more information you provide, the more likely it is that we will be able to resolve your request quickly and efficiently. Below are some examples of information that is typically helpful:
Sometimes, it can be hard to find the right e-mail thread to communicate on and it can seem easier to just send in a new e-mail. Unfortunately, this ends up delaying our response to you as our team must find the original ticket, bundle the different requests together, then communicate with you. If we have a ticket open for you and have sent you an e-mail on it, please just reply to that e-mail to keep the communication all in the same ticket.
Sometimes it can seem easier to send one e-mail with multiple requests. On our end, it is very easy for us to “drop the ball” on these kinds of requests. As an example, we could potentially address 4 of the requests but miss the 5th. To avoid this, we will end up creating separate tickets for each request so we can make sure we track and address each request individually.
We absolutely understand that IT issues are frustrating, and it can be tempting to just send in a ticket that says, “It’s broken, fix it”. Unfortunately, there is not much we can do with that limited information and we end up having to communicate even more, further delaying a resolution for you. Slowing down and clearly communicating the issue up-front helps us get a more complete picture of what is going on and drive as quickly as possible to a resolution for you.
If you need to have multiple people on the same thread for a ticket that you open with us, please open the ticket and ask us to add those people to the thread. This will allow our support system to be able to properly handle the conversation thread. (If you send out an e-mail to a group of people and include our support e-mail address as a recipient of the e-mail, every reply will create a new ticket in our system, further delaying our reply as our team will have to keep bundling each reply to the original ticket.)
The more detail you provide, the faster we can resolve your issue. Our team will respond quickly and keep you updated every step of the way.