THE COMPLETE GUIDE TO SUBMITTING A HELP DESK TICKET
Intrada operates on Service Level Agreements (SLA) principles, which are crucial for handling all service requests efficiently. The SLA, as agreed upon by your company, outlines the response times and prioritization of service requests. Depending on this agreement, how your help desk ticket is processed and the turnaround time for the response you can expect may vary. It's important to be familiar with the SLA terms to set realistic expectations for issue resolution and support levels.
Submitting detailed information when lodging a help desk ticket significantly accelerates the resolution process. Detailed descriptions of the issue, including any error messages, the context in which the problem occurs, and steps already taken to troubleshoot allow the support team to understand the nature of the problem better. This level of detail eliminates the need for additional clarification, enabling the support team to diagnose and resolve the issue directly. Consequently, providing thorough, accurate information expedites the resolution process and enhances the overall effectiveness of the support received.
It's also important to understand that issues affecting multiple people will take priority over an individual issue. This prioritization ensures the most significant impact on overall operations is addressed first, aligning to maintain optimal productivity and system functionality across the organization. In situations where your issue might not directly impact multiple users but is critical to your work, clearly stating its urgency and potential effect on business processes can help appropriately categorize and prioritize your ticket within the support queue.
HOW TO SUBMIT A TICKET
To contact us by Phone: 800-858-5745
8:00 AM – 5:00 PM EST – your call will be answered by our staff.
Outside of regular business hours, please dial extension 210 to report emergencies and system outages.
To submit a Help Desk Ticket: www.IntradaTech.com/HelpDesk
To submit a Ticket via EMAIL: This email address is being protected from spambots. You need JavaScript enabled to view it.
This will create a ticket on the Help Desk Board including any attachments in the email.
