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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 26.1
edited by Jamie Jarvi
on 2017/08/03 07:06
Change comment: There is no comment for this version
To version 24.1
edited by Josh Hiner
on 2017/06/20 09:34
Change comment: There is no comment for this version

Summary

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1 -XWiki.jamie@remc1_org
1 +XWiki.josh@remc1_org
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1 -{{info}}
2 -The REMC1 office is open from **7:30-5:00 (EDT) Monday-Friday** excluding holidays. During those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
3 -{{/info}}
1 +The REMC1 office is open from 7:30-5:00 (EDT) Monday-Friday excluding holidays and during those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
4 4  
5 5  {{toc/}}
6 6  
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13 13  == {{id name="Phone-call"/}}Phone call ==
14 14  
15 15  (% style="margin-left: 60.0px;" %)
16 -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 have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
17 17  
18 18  (% style="margin-left: 60.0px;" %)
19 19  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.
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40 40  Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes what organization you are submitting a ticket from.
41 41  
42 42  (% style="margin-left: 90.0px;" %)
43 -For instance if you are a member of SupportNet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite.
41 +For instance if you are a member of Supportnet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite.
44 44  
45 45  (% style="margin-left: 90.0px;" %)
46 46  If you are an Internet (and firewall services) only client and your issue is related to your internet or firewall services then click Internet. This button is also used to open a video conference ticket.
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78 78  This will be used if you do not fall into any of the other categories. (eg: State of Michigan, Outside entity needing support regarding any REMC1 services)
79 79  
80 80  {{info title="Note"}}
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81 81  The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
82 82  {{/info}}
83 83  
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85 -=== {{id name="Online-Web-Chat"/}}Online Web Chat ===
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84 +== {{id name="Online-Web-Chat"/}}Online Web Chat ==
86 86  
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88 88  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.
89 89  
90 90  *
91 91  **
92 -*** (((
93 -* 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).**
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.
94 94  
95 -Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
96 -
97 -*
98 -** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
99 -)))
100 -
101 -(% style="margin-left: 90.0px;" %)
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102 102  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.
103 103  
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98 +(% style="margin-left: 60.0px;" %)
105 105  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
106 106  
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108 -=== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ===
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102 +== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ==
109 109  
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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).**
112 112  
113 -(% style="margin-left: 30.0px;" %)
114 114  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
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164 164  
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166 166  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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