How to Submit and Track IT Support Requests
How to Submit and Track IT Support Requests
Embedded Files
Please find a coprehensive step-by-step guide below, siply click on the step you want to see about to access the information.
NEW IT Tickets Portal
NEW IT Tickets Portal
Log in to the IntraNet
2. Open the Portal
Link to the IntraNet: IntraNet Log in
User: your acsnv email
Passwod: your Tanda ID + your birthyear
If you have issues logging in, please send an email to kaleb.ortiz@goacsi.com
1. How to Submit a Ticket
1. How to Submit a Ticket
Option A: By Email
Send an email to it@goacsi.com
✅ What to include:
🧾 Subject: [Campaign/Department] Brief Description of the Issue
🛠 Description: What happened, what you were doing, and when
⚠️ Error Messages: Screenshots or exact text (if any)
IP Address/Station Number
📎 Attachments: Logs, images, supporting files
🚦 Priority: High / Medium / Low (See criteria below 👇)
Option B: Through the Hub
Use the IT request form right inside the Hub! Perfect for quick submissions 👌
This option does not have Attachments avaialble.
➡️ Fields to fill out:
📛 Your Name & Work Email
🧭 Campaign/Department
Summary of the issue
🛠️ Issue Description (include IP address/Station Number)
🚦 Priority Level (range)
📨 A ticket will be created automatically, and you'll receive a confirmation by email.
Option C: Through the IT Portal
🔗 Click on the button below.
👤 Enter your email address
✉️ Receive a login link in your inbox
🧾 Inside the Portal, you can:
✅ View active/closed tickets
➕ Submit new tickets with priority & attachments
👀 Track progress with assignee details
✅ Priority Level: Indicate the urgency of the issue:
Format: Priority: High/Medium/Low
Guidelines: (based on IT department protocol)
Priority 1 (High): Critical issues that stop you from working.
Examples:No internet or network
PC not responding / Not powering on
Audio issues / No sound
No image on screen
ACSI-managed campaign platform issues
Faulty mouse, keyboard, or headset
Interface updates
⏳ Response Time: 5-10 minutes
Priority 2 (Medium): Intermittent issues that affect performance but do not completely prevent work.
Examples:Client-side platform issues (e.g., InContact)
Web-based campaign interface issues
TANDA system errors
Email problems
Excel spreadsheets (used for informational purposes)
Hard phone problems
Webcam issues
⏳ Response Time: 15-25 minutes
Priority 3 (Low): Minor issues that do not affect productivity.
Examples:Printing & scanning issues
Monitor color adjustments
General “how-to” questions
⏳ Response Time: 30-45 minutes
Priority 4 (Special Requests): Non-urgent equipment and workstation requests.
Examples:Agent relocations
Additional workstations (not affecting operations)
Special equipment requests (e.g., cables, adapters, extra monitors)
⏳ Response Time: 24-72 hours (depending on availability and approvals)
2. What Happens After You Submit a Request?
2. What Happens After You Submit a Request?
📩 Step 1: You will receive an automated confirmation email with a ticket number (#1234).
👨💻 Step 2: The IT team will review your request and respond based on priority level.
🔄 Step 3: If needed, an IT agent will ask for more information or provide troubleshooting steps.
✅ Step 4: Once resolved, you will receive a confirmation that the ticket is closed.
3. How to Check the Status of Your Request
3. How to Check the Status of Your Request
All updates will be sent via email, but you can follow up via WhatsApp.
💬 WhatsApp Follow-Up:
If you need an update, send a message in the IT support WhatsApp group or chat with:
📲 [IT Support WhatsApp Contact]Include your ticket number (#1234) in your message for faster assistance.
🔍 If you lost your ticket number, search your email for IT’s confirmation message.
📃 Through the Portal:
You can also log into the IT Portal by clickin on the button above to view all your tickets.
Once you log in to the Portal, you'll se the list of active and inactive Tickets you've submitted, with the asignee, and the updates provided.
4. Responding to IT Help Desk Emails
4. Responding to IT Help Desk Emails
💡 If the IT team asks for more information, reply directly to the email and keep the subject line unchanged so your response stays linked to the ticket.
5. IT Workstation Form
5. IT Workstation Form
For workstation setup requests, email workstation@goacsi.com.
This includes:
✅ New hire workstation requests
✅ Workstation relocations
Visit Workstations Management for more details and form access.
🔔 Sending a request to workstation@goacsi.com will automatically create a ticket.
6. Closing or Reopening a Ticket
6. Closing or Reopening a Ticket
✔️ If your issue is resolved, the IT team will close the ticket—no action needed from you.
🔄 If the issue comes back, reply to the last email or message IT on WhatsApp with your ticket number to reopen the request.
7. Tips for Faster Resolution
7. Tips for Faster Resolution
🚀 For quicker assistance:
✅ Be detailed in your request—more information helps IT solve the issue faster.
📷 Attach screenshots if applicable—error messages help IT diagnose problems.
📩 Reply quickly to IT follow-ups to avoid delays.
📲 Use WhatsApp for quick status checks, but always submit issues via email.
🎯 Need Help? Submit a ticket via:
📧 Email: it@goacsi.com
📝 [Google Form] (in Hub)
🌐 [Access Portal] (from Hub)
We’ve got your back! 💪
Protocol For Requesting IT Assistance.pdfPage updated
Report abuse