Don't be put on the slow track! Please first read these guidelines so we can better help you!
Due to the high volume of requests that we receive, those who follow the guidelines below usually get faster and better results. Leaving out important information may cause your request to be delayed or dropped.
A few quick points
Please answer questions regarding your request. FreshDesk is a two-way communication system. We will use it to ask questions and clarifications. When you get an email from FreshDesk asking for clarification, we wait until you respond to that email before continuing work on your request. A number of staff do not answer questions and that is becoming frustrating. Requests that sit without an answer from staff for more than a week will be closed.
Please be descriptive. Saying "it doesn't work" does not help us troubleshoot an issue. We don't expect you to fully diagnose an issue, but please describe your issue so we have an idea where to start! The more descriptive tech requests get started and finished faster.
Please identify the asset tag on your computer. If your issue is related to a computer or other hardware, please give us the computer name or the asset tag number of the equipment. This helps us complete a request if you are not around to identify the equipment, and can help us remotely solve some issues if we know what computer is having the issue. All of our computers have an asset tag sticker and the asset tag number written on the top or side of the PC or Chrome desktop case (in silver or black marker).
I have read the above and am ready to submit a request.
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