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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 17.1
edited by Anton Pintar
on 2017/06/15 09:03
Change comment: There is no comment for this version
To version 21.1
edited by Josh Hiner
on 2017/06/20 09:31
Change comment: There is no comment for this version

Summary

Details

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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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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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90 90  == {{id name="Web-Chat"/}}Web Chat ==
91 91  
92 92  (% style="margin-left: 60.0px;" %)
93 -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 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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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 -17188196
1 +17189762