Tips for efficient help desk usage
Following these suggestions will help us respond to your requests in a timely manner
- Submit tickets using the online form to ensure your ticket priority and subject routes the ticket to the right place
- Urgent tickets are more accurately identified if you pre-select the priority
- Submit a single ticket per issue and add any new information to an existing ticket
- Additional tickets may be assigned to different support reps and therefore the background from the original ticket will be lost, potentially increasing the time to resolve an issue
- Submit a new ticket for different issues
- Tickets are closed based on the original issue being resolved
- New issues may get lost or mistakenly considered resolved
- New issues may need a different level of priority
- Provide sufficient time for service requests such as customizations and development work to be completed
- Custom development work such as report cards or custom exports can take time to schedule and resources may not be available on demand
- Submit tickets to the helpdesk instead of directly to or CC’ing Edsby staff
- Staff copied on support tickets may assume it’s being handled by support
- Staff may be traveling or not in the office and your message may be missed
- Escalate tickets via a direct email to your Edsby Customer Success Manager
- In emergency situations, email your ticket number to your Edsby Customer Success Manager for escalation
