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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 16.1
edited by Anton Pintar
on 2017/06/15 08:59
Change comment: There is no comment for this version
To version 23.1
edited by Josh Hiner
on 2017/06/20 09:33
Change comment: There is no comment for this version

Summary

Details

Page properties
Author
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1 -XWiki.anton@remc1_org
1 +XWiki.josh@remc1_org
Content
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11 11  == {{id name="Phone-call"/}}Phone call ==
12 12  
13 13  (% style="margin-left: 60.0px;" %)
14 -Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and
14 +Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
15 15  
16 16  (% style="margin-left: 60.0px;" %)
17 -have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
17 +When you call you will be connected to supportnet staff who will create a ticket for your issue and begin working with you to solve your issue immediately.
18 18  
19 -(% style="margin-left: 60.0px;" %)
20 -When you call you will be connected to supportnet staff who will create a ticket for your issue and begin working with you to solve
21 -
22 -(% style="margin-left: 60.0px;" %)
23 -your issue immediately.
24 -
25 25  (% style="margin-left: 30.0px;" %)
26 26  == {{id name="Online"/}}Online ==
27 27  
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35 35  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
36 36  
37 37  (% style="margin-left: 30.0px;" %)
38 -== {{id name="Submit-a-Ticket"/}}Submit a Ticket ==
32 +== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}Submit a Ticket Via support.remc1.net Website ==
39 39  
40 40  (% style="margin-left: 60.0px;" %)
41 41  The first option is to go to the "Submit a Ticket" section on the main page.
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52 52  \\
53 53  
54 54  (% style="margin-left: 90.0px;" %)
55 -(% style="font-size: 16.0px;font-weight: bold;" %)Onsite
49 +=== {{id name="Onsite"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (%%) ===
56 56  
57 57  (% style="margin-left: 120.0px;" %)
58 58  This will be used if you have a specific onsite that comes to your District/Organization under a REMC1 Supportnet support contract. This includes the CCISD and GOISD districts with the exceptions of Finlandia and WUPHD where these organizations have their own buttons.
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87 87  {{/info}}
88 88  
89 89  (% style="margin-left: 30.0px;" %)
90 -== {{id name="Web-Chat"/}}Web Chat ==
84 +== {{id name="Online-Web-Chat"/}}Online Web Chat ==
91 91  
92 92  (% style="margin-left: 60.0px;" %)
93 -The second option is to use the web chat option the the lower right part of the screen. This is a little blue box that says "We're online! Need Help?". **Remember web chat is available during normal office hours listed above.** If its after hours use the email method or submit a ticket using the web ticket submission form. Both methods are explained on this page.
87 +The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue box that says "We're online! Need Help?". **Remember web chat is available during normal office hours listed above.** If it is after hours use the email method or submit a ticket using the web ticket submission form. Both methods are explained on this page.
94 94  
95 95  *
96 96  **
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105 105  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
106 106  
107 107  (% style="margin-left: 30.0px;" %)
108 -== {{id name="Email"/}}Email ==
102 +== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ==
109 109  
110 110  (% style="margin-left: 60.0px;" %)
111 111  The third online option is to send an email to [[support@remc1.net.>>mailto:support@remc1.net.||rel="nofollow" shape="rect" class="external-link"]]** Use only your work email to send the ticket.** Be sure to give a brief summary of your issue in the subject line of that email and be as descriptive as possible in the body. Again, please see [[What to Include in the Ticket>>url:https://confluence.remc1.net/display/PS/What+to+Include+in+the+Ticket||shape="rect"]] for further details. ** Please use your Work/School email address. 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).**
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113 113  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
114 114  
115 115  (% style="margin-left: 30.0px;" %)
116 -It is very important that we get as much information as possible from the user. The more descriptive you can be about your issue, the farther along we will be toward a resolution. With enough info we may be able to solve your issue immediately and simply reply back with the fix/solution.
110 +It is very important that we get as much information as possible. The more descriptive you can be about your issue, the farther along we will be toward a resolution. With enough info we may be able to solve your issue immediately and simply reply back with the fix/solution.
117 117  
118 118  (% style="margin-left: 30.0px;" %)
119 119  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):
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1 -17188213
1 +17189711