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.
Ways to Contact Us:
- The fastest and most optimal way to submit a ticket is to e-mail us at Support@jnrnet.com via your company email account. This automatically creates a ticket in our system so our triage team can quickly respond.
- If you are unable to e-mail us, please call 520-495-2334 and select option #2. If you reach a team member, they will manually create a ticket for you. If we are unable to answer your call, please leave a voicemail including your name, organization, how to contact you and a description of your problem. From that voicemail, our team will manually create a ticket for you.
Things to Include when Submitting a Ticket:
- E-mail Subject Heading: Please provide a clear and concise description of the issue you are having. Examples are below:
- Good example: “Receiving error while logging into my computer”.
- Poor example: “Can’t Log In”.
- E-mail Body: 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:
- Description of your problem.
- Steps you have taken so far to troubleshoot.
- Is the problem persistent or intermittent?
- Who is this issue affecting?
- Date/Time when issue occurred.
- What were you doing when the issue occurred?
- If possible, provide a screenshot or error message(s).
- Please sign off on the communication with your full name. This will help us to ensure that we have the ticket associated with you in our system.
What to Expect Once you Submit a Ticket:
- 99.96% of the time (yes, we track this metric), we will triage your new ticket within 30 minutes. This means that one of our team members has looked at the ticket, determined its priority, and assigned it to someone to address. You will receive an e-mail once your ticket has been assigned, letting you know this has happened.
- Once a ticket has been triaged and assigned, our response time will vary based on how urgent the ticket is and our overall ticket load at that moment. For any ticket submitted before 3pm, on a business day, we strive to provide a response before the close of business that same day.
- When one of our team members begins working on your ticket, they will review the request and determine a course of action. From there, they may reach out to you via e-mail or a phone call asking you for more information, asking to schedule an appointment (remote or onsite), or stating that they have done something to address the issue.
- Communication will continue back and forth until the issue is resolved.
- Once the issue is resolved, we will close the ticket. If, for any reason, you find that the issue is no longer resolved, you can always reply to the e-mail thread and reopen the ticket.
- If you have a new/separate issue, in line with our “one ticket per issue, one issue per ticket” philosophy, please open a new ticket by sending a new e-mail to firstname.lastname@example.org instead of replying to a thread on an old ticket.
Things to avoid:
- Submitting multiple tickets for the same issue. 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.
- Asking us to address multiple disparate things in one 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.
- Being vague about an issue. 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. 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.
- Sending an e-mail to a number of people, including our support e-mail. 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.)