IT Support Help Desk Ticket Optimization

IT Support Help Desk
GET OPTIMIZED CUSTOMER SERVICE

Please use our support email to communicate
with us: support@networkantics.com
This is the fastest way to reach us. Submitting through this email automatically creates a ticket in our ticketing system. The ticket number will be received by the individual whom created the ticket once we reply to it. Save this number throughout the life-cycle of the ticket.

Got a project for us?
Email: support@networkantics.com

Projects are any Adds, Moves, or Changes to the IT
environment. Once approved, we will convert the ticket into a project.

THIRD PARTY EMAIL CORRESPONDENCE

Any additional correspondence that you receive from a third party should be copied and pasted into the current ticket when updating the ticket with new information.
CC the third party email individual if you think they could assist in pushing the ticket along towards resolution.
Please do not forward the correspondence to support if you already have a ticket open.

THIRD PARTY EMAIL TICKETING SYSTEM

Many third party email systems such as support@
quatris.com play havoc to the NetworkAntics help desk
ticketing system. Please CC general@networkantics.
com if you feel NetworkAntics needs to be included in
the third party support system. Our team periodically
checks this email for additional support correspondence
and will add additional notes to our own ticket if need be.

KEEP THE CONVERSATION THREAD GOING:

Do not initiate new emails if the same issue persists.
Record the ticket #, find it in your emails if you need to revive the ongoing problem, and reply to it. Compose a new email pertaining to a different subject when a new issue arises.

REFERRALS – INTRODUCTION TEXT LINE

Want to refer us more clients? Here are the deets…
Email: referral@networkantics.com
Text(SMS): 619.900.4693
Referral Template: Hello Michael and possible NEW
CLIENT for Network Antics. Michael’s IT firm Network
Antics is great and I think you two should meet. Possible NEW CLIENT is great to work with too! Here’s their name, email, and number. What’s the best day and time for Michael to reach you? Can I host the introduction?

TICKET CREATION

Good vs Bad Subject lines
The more information you give us the better we
can help you!
Bad Subject Line: Computer Down!
What computer? What exactly isn’t working?
Good Subject Line: Jane’s Front desk HP
Computer Failing
Email Body: Be as detailed as possible. There will be a lot of unnecessary back and forth unless you provide
with plenty of details. These details include…
• Is it you or everyone having this problem?
• Did you contact any third party support if it’s software related issue?
• What’s the ticket number?
• Did you tell them to contact us?
• What’s the severity?
• Similar to the Internet being down?
• I can get by but this is annoying.

JUST SAY NO TO TEXTS

Texting and direct emails outside the ticket thread are prohibited for any support related issues. These alternate forms of communication are missed by our team who’s sole responsibility is for ensuring the best possible outcome and customer service for your IT tickets.

KEEP RESPONDING TO THE THREAD

Neglect of the current problem and confusion will occur if you do not stick to replying to the current email thread or ticket number.


Time Saving Questions for your IT Support Help Desk Team

Feel free to copy, paste, and fill in fields below in your email:

  • Full Name:
  • Email Address:
  • Phone Number?  Extension?
  • Role:
  • Name existing user account who’s role is similar to the new employee
  • Any user accounts that need to be disabled and perhaps their license can be recycled? (Office 365 related questions)
    •   Do you wish to downgrade (if they have that license) from Business Premium to Essentials to keep their mailbox active?
      • You may only have Essentials.  Check with your IT team to confirm.
    • Better yet, do you wish to convert to a shared mailbox, assign the mailbox to group or a specific person, forward any current mail from the address to their boss or coworker?
    • What user if any do you want to give the terminated user’s OneDrive files and Mailbox share to?
    • License Suggestions:  Remove the license 24 hours from terminated user’s mailbox after mailbox shared.  Retain licenses and assign to other users later if they are not that many available.  ProTip!  Essentials or Premium license does not need to be active for forwarding and shared mailboxes to work.
  • Where or what is their main computer they utilize at the office?
  • Distribution Lists:
  • SharePoint Teams or Sites:
  • Start Date or Dates:

IT Support Help Desk – Ticket Creation Workflow

Good vs Bad Subject lines:  The more information you give your IT Support Help Desk, the better we can help you!

Example 1 –

Bad Subject Line:  Computer Down!

  • What computer? What exactly isn’t working?

Good Subject Line:  Jane’s Front desk HP Computer Failing

Email Body:  Be as detailed as possible.

Example 2 –

Bad Subject Line:  New employee

  • What’s their name?
  • What’s their location and or function?

Good Subject Line:  New User – Front Office

Email Body:  Be as detailed as possible.  Your IT Support Help Desk works better with as many details as you present.

Refer to the  Client support cheat sheet  for more details.

IT Support Help Desk Summary

We can work very quickly to expedite your ticket request if you are able to provide as much detail as possible on the first go around.

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