Ticket Submission Process

Ticket Submission Process

  1. Submit a ticket via any of the methods described on the Getting Technical Support page.
  2. A ticket is created in our service desk and a unique ticket number is generated.
  3. A new ticket email is sent to the email address used to submit the ticket request.
  4. Our team will evaluate the ticket and assign it to the proper resource on our team.
  5. The assigned resource may request additional information to better understand your request.
  6. The assigned resource will follow-up with you via email or phone.
  7. All updates related to the request will be made within the ticket and an email will be generated detailing each update.
  8. You may reply back to the ticket email with additional information or questions. You may also contact our team via Live Chat at any time during the process to check status, provide more information, or ask questions. The chat transcript will be integrated into the original ticket.
  9. When the request has been completed, the ticket will be changed to “closed” status. If a ticket is ever closed before you feel it should be, just reply to the email or come in to Live Chat to discuss it and it will automatically re-open the ticket – no problem.

4 Special Requests From Our Support Team to You

  1. Original Request Related Responses
    If a ticket has been created and you want to respond or update us about that issue, please REPLY to the email you receive and do NOT send in a new email. This keeps all related communication in the same ticket rather than creating a series of separate tickets on the same topic.
  2. New Request Responses
    If you have to notify us of an un-related problem or service request, please create a new ticket by sending a new email or any of the other methods of creating a new support request.
  3. Incidents vs. Service Requests
    You don’t need to memorize the difference between incidents vs. service requests. But we’d appreciate if you understand the concepts. An incident is something that was working but has stopped working normally. Basically, something is broken or breaking. We keep resources available at all times to respond to urgent incidents to get things fixed as quickly as possible or to find a reasonable workaround. A service request is a request for something new that didn’t exist before – it could be a new user, terminating a user, or purchasing a new computer. Whenever possible, service requests should be requested with as much advance notice as possible. It’s not possible to request support for incidents – unless you’re a psychic and predict something is going to break. But service requests usually can be requested long before they become a critical business issue.
  4. Short-term workaround vs. Long-term fix
    We LOVE to fix things when they are broken. Nothing feels better to an IT technician than the feeling of completely fixing something that was broken and having a happy user. But no matter how good we are and how good our tools are, we can’t always fix everything immediately even though we want to. In fact, it can be risky to try to fix something right away because sometimes even a small problem that seems easy to fix can morph into a major problem that takes a long time to fix. And the thing that we’re most concerned about is helping you get your job done. We want to ensure that business gets conducted in a timely manner. So if we can find a quick workaround to get you what you need to get the job done, we’re going point you in that direction first. Remember, it’s not because we don’t want to fix it. We do. We just want to make sure you get your job done. So please be patient and work with us when we ask about options for workarounds. We really are looking out for you!