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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 24.1
edited by Josh Hiner
on 2017/06/20 09:34
Change comment: There is no comment for this version
To version 25.1
edited by Josh Hiner
on 2017/06/20 09:35
Change comment: There is no comment for this version

Summary

Details

Page properties
Content
... ... @@ -80,30 +80,36 @@
80 80  The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
81 81  {{/info}}
82 82  
83 -(% style="margin-left: 30.0px;" %)
84 -== {{id name="Online-Web-Chat"/}}Online Web Chat ==
85 -
86 86  (% style="margin-left: 60.0px;" %)
84 +=== {{id name="Online-Web-Chat"/}}Online Web Chat ===
85 +
86 +(% style="margin-left: 90.0px;" %)
87 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.
88 88  
89 89  *
90 90  **
91 -*** Clicking on that will bring up a chat box that will request your name and email address.** 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).**
92 -*** Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
93 -**** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
91 +*** (((
92 +* Clicking on that will bring up a chat box that will request your name and email address.** 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).**
94 94  
95 -(% style="margin-left: 60.0px;" %)
94 +Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
95 +
96 +*
97 +** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
98 +)))
99 +
100 +(% style="margin-left: 90.0px;" %)
96 96  This will begin a back and forth chat between the user and the Supportnet staff. A ticket will be created for you by the staff member who helped you. A picture of the web chat client is shown below.
97 97  
98 -(% style="margin-left: 60.0px;" %)
103 +(% style="margin-left: 90.0px;" %)
99 99  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
100 100  
101 -(% style="margin-left: 30.0px;" %)
102 -== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ==
103 -
104 104  (% style="margin-left: 60.0px;" %)
107 +=== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ===
108 +
109 +(% style="margin-left: 90.0px;" %)
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).**
106 106  
112 +(% style="margin-left: 30.0px;" %)
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;" %)
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1 -17189703
1 +17188077