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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 13.1
edited by 62a3914d5b9785006fd85ada
on 2017/06/15 07:45
Change comment: There is no comment for this version
To version 14.1
edited by 62a391529b728c006a95cf04
on 2017/06/15 08:56
Change comment: There is no comment for this version

Summary

Details

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119 119  (% style="margin-left: 30.0px;" %)
120 120  The following are some items that should be shared immediately upon ticket creation (via web ticket, email ticket, web chat or when you call in):
121 121  
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123 123  == {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
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126 126  By giving the full name of the business or school district you are a part of we can verify we are authorized to speak with you regarding district issues which may be confidential, the Supportnet staff will also be able to assign the ticket to the correct business/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
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129 129  == {{id name="Work/District-email"/}}Work/District email ==
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132 132  To create an accurate ticket, your work or district email address is needed. **We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons). **Your work or district email address will provide more information about your identity than a personal email can.
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135 135  == {{id name="Computer-tag-number"/}}Computer tag number ==
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138 138  The computer tag number is important because we need to know exactly what machine is being worked on. It also allows us to look it up in our management software to gather more information about your machine.
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141 141  (% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
142 142  
143 143  *
144 144  **
145 145  ***
146 -****
147 -***** The computer tag should be somewhere on your computer that cannot be removed. It is a red and silver tag that will have three letters and then four numbers. The letters will depend on what district you are in, but are generally a shortened version of the district you are in (ex: Chassell > CTS, Houghton > HTN)
148 -***** This is what the tag will look like:
146 +**** The computer tag should be somewhere on your computer that cannot be removed. It is a red and silver tag that will have three letters and then four numbers. The letters will depend on what district you are in, but are generally a shortened version of the district you are in (ex: Chassell > CTS, Houghton > HTN)
147 +**** This is what the tag will look like:
149 149  [[image:attach:Computer Tag.jpg||height="250"]]
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152 152  == {{id name="Phone-number"/}}Phone number ==
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155 155  A phone number allows us to get in contact with you if we need any clarifying information. We may need to call you to quickly clarify the issue or to gather other information. If the issue is very time sensitive we will call you back with the resolution and leave a voicemail when appropriate. A phone number also helps identify/authenticate you as an individual/employee we are authorized to talk to regarding your issue (whether confidential or not).
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158 158  == {{id name="First-and-last-name"/}}First and last name ==
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161 161  By providing your first and last name we can verify who we are working with and can have a better channel of communication throughout the process.
162 162  
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164 164  == {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
165 165  
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167 167  A good description of the issue will help Supportnet staff know exactly what is going on, and give them a sense of direction to take towards resolving the issue. Having a good description right away is vital to reaching resolution quickly. Please don't be concise in your description. Every detail helps. With enough detail we may be able to solve your problem immediately with little to no followups for clarification.
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