Skip to Content

Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 32.1
edited by Josh Hiner
on 2017/10/27 11:32
Change comment: There is no comment for this version
To version 38.1
edited by 62a393fd954f50006fcdf210
on 2019/09/27 04:59
Change comment: There is no comment for this version

Summary

Details

Page properties
Author
... ... @@ -1,1 +1,1 @@
1 -XWiki.josh@remc1_org
1 +XWiki.62a393fd954f50006fcdf210
Content
... ... @@ -33,7 +33,7 @@
33 33  === {{id name="Email-Support-to-Create-a-Ticket"/}}__**Email Support to Create a Ticket**__ ===
34 34  
35 35  (% style="margin-left: 90.0px;" %)
36 -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).**
36 +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/x/mYLQ#HowtouseSupportnet-WhattoIncludeintheTicket||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).**
37 37  
38 38  (% style="margin-left: 60.0px;" %)
39 39  === {{id name="Submit-a-Ticket-Via-our-Website---https://support.remc1.net"/}}(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)__Submit a Ticket Via our Website__ - (%%)__[[https:~~/~~/support.remc1.net>>url:https://support.remc1.net||shape="rect"]]__ ===
... ... @@ -78,15 +78,13 @@
78 78  === {{id name="Online-Web-Chat"/}}__**Online Web Chat**__ ===
79 79  
80 80  (% style="margin-left: 90.0px;" %)
81 -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.
81 +The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue bar that says "SupportNet Chat (online)".
82 82  
83 83  *
84 84  **
85 -*** 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).**
85 +*** Clicking on that will bring up a box that will request your name, email address, phone number / computer tag number, and a brief description of your issue.** 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).**
86 +*** Type a summary of your problem in the box that says "What can we help you with today?" and click "Start Support Chat".  This will open a chat with the SupportNet Team.
86 86  *** Type your problem into the message box. This will be instantly messaged to the Supportnet team.
87 -
88 -*
89 -**
90 90  *** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
91 91  
92 92  (% style="margin-left: 90.0px;" %)
... ... @@ -93,8 +93,11 @@
93 93  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.
94 94  
95 95  (% style="margin-left: 90.0px;" %)
96 -(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
94 +**Remember web chat is available during normal office hours listed above.** If it is after hours you may still use this chat service to submit a ticket, but there will be no technician to answer.  If the little blue bar says "SupportNet Chat (offline)" but it is within normal business hours, **refresh the page**.  This should allow the chat to come back online.
97 97  
96 +(% style="margin-left: 90.0px;" %)
97 +(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:image2019-9-27_8-29-26.png||height="400"]]
98 +
98 98  (% style="margin-left: 30.0px;" %)
99 99  = {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** =
100 100  
... ... @@ -105,10 +105,10 @@
105 105  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):
106 106  
107 107  (% style="margin-left: 60.0px;" %)
108 -== {{id name="Full-name-of-business-or-school-district"/}}**Full name of business or school district** ==
109 +== {{id name="Full-name-of-agency-or-school-district"/}}**Full name of agency or school district** ==
109 109  
110 110  (% style="margin-left: 90.0px;" %)
111 -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.
112 +By giving the full name of the agency 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 agency/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
112 112  
113 113  (% style="margin-left: 60.0px;" %)
114 114  == {{id name="Work/District-email"/}}**Work/District email** ==
Confluence.Code.ConfluencePageClass[0]
id
... ... @@ -1,1 +1,1 @@
1 -17173940
1 +798359565