Thursday, 09 May 2013 16:20

How To: Submitting Help Tickets

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Help Tickets are a new and exciting feature at Reno Computer Services that will ensure that your IT needs are always fulfilled.

 

You have two very simple options for submitting a new Help Ticket:

 

 


 

Optional Email Features

CC Others Involved

Not only does sending an email to This email address is being protected from spambots. You need JavaScript enabled to view it. create a new ticket for you, it will also add anyone that you CC to the ticket so everyone involved will be notified of changes and be able to submit additional information.

Priorize The Ticket

Is your ticket urgent? You can flag your new ticket with a priority by simply adding
#priority high
in the email. You can choose from high or low priority.
Medium is the default priority level, so unless the issue is urgent or just a "get to it when you can" type ticket there is no need to add this line.

Attach Helpful Information

A picture is worth a thousand words... If you're getting an error message, or have an issue that requires a lot of description, attaching an image can dramatically reduce the amount of time required to resolve the issue.

There is a great little utility called Greenshot that can speed up the process. It allows you to take a snapshot of your screen, and also lets you select a certain portion of the screen you want to capture. You can find this great tool at http://getgreenshot.org/downloads/.

Issue Resolved?

If your issue has been resolved, reply to the ticket and add
#close
in the email. This will close the ticket.

Read 35690 times Last modified on Thursday, 09 May 2013 23:09
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