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Online Helpdesk

Online Helpdesk

Online Helpdesk

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Help Online Helpdesk

 

The Online Helpdesk will allow you to create one or more support tickets.  Each support ticket will display all responses from the support staff concerning the topic, as well as your initial ticket and all or your subsequent responses.  You can use the system to upload files to the support staff as well as receive files from the support staff.

To log into the support system:

  1. For first time users to starting a new help desk account, enter a valid email address to be used as your login from this point forward to access your support tickets in the Helpdesk Account Login text box and click on the Login button.  For existing accounts that have logged into the system before, enter the original email address used to create your Helpdesk account.

  2. To search for support topics related to a specific program, select the program under Search the Knowledge Base.  Enter a key word in the Keywords text box and click on the Search button.  A list of topics will be displayed in the list.  

  3. Once you have selected a program and search the knowledge base, a list of frequently asked questions (FAQ) relating to your software program will be displayed at the top of the dialog box each time you log into the support system.

  4. To start a new support ticket, enter information in the text fields or select something from a drop down list under the Open New Helpdesk Ticket area.  It is important that you enter the Contact Name, Subject, and Description.  You must also select the Product Version from the drop down list.

  5. You can copy or paste text in the description text box by pressing the right mouse button and selecting the options from the resulting pop-up menu.

  6. You can attach up to four files to any single support ticket.  Click on the Browse button and locate the file on your computer using the Files dialog box.

  7. Once the ticket has been completed, click on the Submit New Helpdesk Ticket to send the ticket to the support staff.  Do not click more than one time or you will submit multiple copies of the same ticket.

Note:

  • This command requires the computer to be connected to the Internet.

  • If multiple email addresses are used as logins, your support tickets will not be grouped into one account for easy review.

  • Clicking on the submit button more than once will submit multiple tickets of the same topic to the system.

 

 

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