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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 37.1
edited by 62a393fd954f50006fcdf210
on 2019/09/27 04:58
Change comment: There is no comment for this version
To version 33.1
edited by Lauren Keller
on 2018/05/14 06:49
Change comment: There is no comment for this version

Summary

Details

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Author
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1 -XWiki.62a393fd954f50006fcdf210
1 +XWiki.lkeller@remc1_org
Content
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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 bar that says "SupportNet Chat (online)".
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.
82 82  
83 83  *
84 84  **
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.
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).**
87 87  *** Type your problem into the message box. This will be instantly messaged to the Supportnet team.
87 +
88 +*
89 +**
88 88  *** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
89 89  
90 90  (% style="margin-left: 90.0px;" %)
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91 91  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.
92 92  
93 93  (% style="margin-left: 90.0px;" %)
94 -**Remember web chat is available during normal office hours listed above.** If it is after hours you may still use this chat service, 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.
96 +(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
95 95  
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 -
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100 100  = {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** =
101 101  
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106 106  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):
107 107  
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109 -== {{id name="Full-name-of-agency-or-school-district"/}}**Full name of agency or school district** ==
108 +== {{id name="Full-name-of-business-or-school-district"/}}**Full name of business or school district** ==
110 110  
111 111  (% style="margin-left: 90.0px;" %)
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.
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.
113 113  
114 114  (% style="margin-left: 60.0px;" %)
115 115  == {{id name="Work/District-email"/}}**Work/District email** ==
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