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Changes for page Using SupportNet

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

Summary

Details

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Author
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1 -XWiki.josh@remc1_org
1 +XWiki.anton@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 have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
14 +Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and
15 15  
16 16  (% style="margin-left: 60.0px;" %)
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.
17 +have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
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 +
19 19  (% style="margin-left: 30.0px;" %)
20 20  == {{id name="Online"/}}Online ==
21 21  
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29 29  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
30 30  
31 31  (% style="margin-left: 30.0px;" %)
32 -== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}Submit a Ticket Via support.remc1.net Website ==
38 +== {{id name="Submit-a-Ticket"/}}Submit a Ticket ==
33 33  
34 34  (% style="margin-left: 60.0px;" %)
35 35  The first option is to go to the "Submit a Ticket" section on the main page.
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46 46  \\
47 47  
48 48  (% style="margin-left: 90.0px;" %)
49 -=== {{id name="Onsite"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (%%) ===
55 +(% style="font-size: 16.0px;font-weight: bold;" %)Onsite
50 50  
51 51  (% style="margin-left: 120.0px;" %)
52 52  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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81 81  {{/info}}
82 82  
83 83  (% style="margin-left: 30.0px;" %)
84 -== {{id name="Online-Web-Chat"/}}Online Web Chat ==
90 +== {{id name="Web-Chat"/}}Web Chat ==
85 85  
86 86  (% style="margin-left: 60.0px;" %)
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.
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.
88 88  
89 89  *
90 90  **
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99 99  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
100 100  
101 101  (% style="margin-left: 30.0px;" %)
102 -== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ==
108 +== {{id name="Email"/}}Email ==
103 103  
104 104  (% style="margin-left: 60.0px;" %)
105 105  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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107 107  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
108 108  
109 109  (% style="margin-left: 30.0px;" %)
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.
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.
111 111  
112 112  (% style="margin-left: 30.0px;" %)
113 113  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 -17189711
1 +17188213