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
on 2017/08/03 07:06
Change comment:
There is no comment for this version
To version 30.1
edited by Josh Hiner
on 2017/10/27 11:09
on 2017/10/27 11:09
Change comment:
There is no comment for this version
Summary
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Page properties (2 modified, 0 added, 0 removed)
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Objects (1 modified, 0 added, 0 removed)
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... ... @@ -4,13 +4,13 @@ 4 4 5 5 {{toc/}} 6 6 7 -= {{id name="How-to-Submit-a-Ticket"/}}How to Submit a Ticket = 7 += {{id name="How-to-Submit-a-Ticket"/}}__How to Submit a Ticket__ = 8 8 9 9 (% style="margin-left: 30.0px;" %) 10 10 There are a few different ways to submit tickets to Supportnet. 11 11 12 12 (% style="margin-left: 30.0px;" %) 13 -== {{id name="Phone-call"/}}Phone call == 13 +== {{id name="Phone-call"/}}**__Phone call__** == 14 14 15 15 (% style="margin-left: 60.0px;" %) 16 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**. ... ... @@ -19,7 +19,7 @@ 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. 20 20 21 21 (% style="margin-left: 30.0px;" %) 22 -== {{id name="Online"/}}Online == 22 +== {{id name="Online"/}}**__Online__** == 23 23 24 24 (% style="margin-left: 60.0px;" %) 25 25 There are a few online options to choose from, and all of them can be reached from our website: [[support.remc1.net>>url:http://support.remc1.net/||rel="nofollow" shape="rect" class="external-link"]] ... ... @@ -31,7 +31,7 @@ 31 31 (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]] 32 32 33 33 (% style="margin-left: 60.0px;" %) 34 -=== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}Submit a Ticket Via support.remc1.net Website === 34 +=== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" style="font-size: 16.0px;font-weight: bold;" %)__Submit a Ticket Via support.remc1.net Website__ (%%) === 35 35 36 36 (% style="margin-left: 90.0px;" %) 37 37 The first option is to go to the "Submit a Ticket" section on the main page. ... ... @@ -77,12 +77,8 @@ 77 77 (% style="margin-left: 150.0px;" %) 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 -{{info title="Note"}} 81 -The same options can be accessed form the "Submit a Ticket" button at the top of the screen. 82 -{{/info}} 83 - 84 84 (% style="margin-left: 60.0px;" %) 85 -=== {{id name="Online-Web-Chat"/}}Online Web Chat === 81 +=== {{id name="Online-Web-Chat"/}}__**Online Web Chat**__ === 86 86 87 87 (% style="margin-left: 90.0px;" %) 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. ... ... @@ -105,36 +105,36 @@ 105 105 (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]] 106 106 107 107 (% style="margin-left: 60.0px;" %) 108 -=== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket === 104 +=== {{id name="Email-Support-to-Create-a-Ticket"/}}__**Email Support to Create a Ticket**__ === 109 109 110 110 (% style="margin-left: 90.0px;" %) 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).** 112 112 113 113 (% style="margin-left: 30.0px;" %) 114 -= {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket = 110 += {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** = 115 115 116 -(% style="margin-left: 30.0px;" %)112 +(% style="margin-left: 60.0px;" %) 117 117 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. 118 118 119 -(% style="margin-left: 30.0px;" %)115 +(% style="margin-left: 60.0px;" %) 120 120 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): 121 121 122 -(% style="margin-left: 30.0px;" %) 123 -== {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district == 124 - 125 125 (% style="margin-left: 60.0px;" %) 119 +== {{id name="Full-name-of-business-or-school-district"/}}**Full name of business or school district** == 120 + 121 +(% style="margin-left: 90.0px;" %) 126 126 By giving the full name of the business or school district you are a part of we can verify we are authorized to speak with you regarding district issues which may be confidential, the Supportnet staff will also be able to assign the ticket to the correct business/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place. 127 127 128 -(% style="margin-left: 30.0px;" %) 129 -== {{id name="Work/District-email"/}}Work/District email == 130 - 131 131 (% style="margin-left: 60.0px;" %) 125 +== {{id name="Work/District-email"/}}**Work/District email** == 126 + 127 +(% style="margin-left: 90.0px;" %) 132 132 To create an accurate ticket, your work or district email address is needed. **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). **Your work or district email address will provide more information about your identity than a personal email can. 133 133 134 -(% style="margin-left: 30.0px;" %) 135 -== {{id name="Computer-tag-number"/}}Computer tag number == 136 - 137 137 (% style="margin-left: 60.0px;" %) 131 +== {{id name="Computer-tag-number"/}}**Computer tag number** == 132 + 133 +(% style="margin-left: 90.0px;" %) 138 138 The computer tag number is important because we need to know exactly what machine is being worked on. It also allows us to look it up in our management software to gather more information about your machine. 139 139 140 140 (% style="margin-left: 90.0px;" %) ... ... @@ -147,22 +147,22 @@ 147 147 **** This is what the tag will look like: 148 148 [[image:attach:Computer Tag.jpg||height="250"]] 149 149 150 -(% style="margin-left: 30.0px;" %) 151 -== {{id name="Phone-number"/}}Phone number == 152 - 153 153 (% style="margin-left: 60.0px;" %) 147 +== {{id name="Phone-number"/}}**Phone number** == 148 + 149 +(% style="margin-left: 90.0px;" %) 154 154 A phone number allows us to get in contact with you if we need any clarifying information. We may need to call you to quickly clarify the issue or to gather other information. If the issue is very time sensitive we will call you back with the resolution and leave a voicemail when appropriate. A phone number also helps identify/authenticate you as an individual/employee we are authorized to talk to regarding your issue (whether confidential or not). 155 155 156 -(% style="margin-left: 30.0px;" %) 157 -== {{id name="First-and-last-name"/}}First and last name == 158 - 159 159 (% style="margin-left: 60.0px;" %) 153 +== {{id name="First-and-last-name"/}}**First and last name** == 154 + 155 +(% style="margin-left: 90.0px;" %) 160 160 By providing your first and last name we can verify who we are working with and can have a better channel of communication throughout the process. 161 161 162 -(% style="margin-left: 30.0px;" %) 163 -== {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem == 164 - 165 165 (% style="margin-left: 60.0px;" %) 159 +== {{id name="Detailed-description-of-the-problem"/}}**Detailed description of the problem** == 160 + 161 +(% style="margin-left: 90.0px;" %) 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. 167 167 168 168 (% style="margin-left: 60.0px;" %)
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