Does your company have its own IT department?
At myIT, we will customize an IT service and support plan for your firm. We can be your IT department! Telephony, Internet, Branch Office, VPN, Voice over IP, security systems and much more!
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| Written by Administrator | |
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About Our Helpdesk Ticketing System
Our helpdesk ticketing system is integrated with our telephones, fax, email systems and website. DO's By Telephone: 434.984.8426. Contact our helpdesk accordingly. By Fax: 434.984.8427 By Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it By Web: http://www.myitdepartment.net (click HELP REQUEST at the top) DONT's It is important to point out that each and every request coming in is tracked. If you call and email, you will get responses to both of these tickets. So choose your preferred method, your response time will not change either way.Do not create new email on an existing ticket and send it in, you should REPLY to the existing ticket to ask questions or to send us updated information. If you do not REPLY to existing tickets, separate tickets are created and then the issue will be worked on by two case workers (twice the billing). Do not send in a request for multiple issues (two systems with different problems). For tracking and resolution, we need a single issue per ticket. Do not reply to a ticket to say THANK YOU once it has been closed. Once you receive an email telling you your ticket number has been closed, you should NOT reply to it unless you are still having issues. We typically do not close tickets without approval from the end user. We get many tickets "reopened" because you are replying to a closed ticket to say "Thank You". While we appreciate this, it causes the ticket to be reopened, which increases time and materials costs being billed to your firm. Do not send in a ticket if you are not an authorized person in your firm to send in tickets. Rather, these should be funneled through your designated person(s) so they can expect the costs associated with our support programs. Also, these persons usually have additional information on what your issue may be and can resolve it without us. Do not call a technician or support person directly to open a ticket. This usually results in service not being scheduled properly. Please follow the DO's at the beginning of this page to ask for service. Carrier and outsourced contracts may have different numbers and email accounts associated with them, so please check with your contract manager for the proper procedures on how to submit help requests. |
