CUSTOMER PORTALGUIDE: SUBMITTING TICKETS TO THE HELP DESK

Transcription

1 CUSTOMER PORTALGUIDE: SUBMITTING TICKETS TO THE HELP DESK Version Date: 08/03/10

2 Table of Contents: Submitting a Service Ticket or Request to LANAIR... 3 Via the LANAIR Support Portal:... 3 Via Via Phone:... 6 Page 2 of 6

3 Submitting a Service Ticket or Request to LANAIR When submitting a Service Request to LANAIR, you have a couple of different options. You can enter a Service Request via Phone, , or through our Support Portal. The following outlines how to use each one of them and what information to include to ensure that your request gets escalated in the most efficient manner possible: Via the LANAIR Support Portal: 1. Go to or Right-Click on your Agent Icon in the lower right-hand corner of your screen ( ) and select LANAIR Support. This will bring you to the following screen: 2. Sign in using your address and the password given to you by your Company s Point of Contact. After signing in, you will see the screen on the following page: Page 3 of 6

4 3. From this screen, depending upon what access rights you may have, you will be able to view your existing Service Requests and also add new Entries. To add a new entry, select Service Entry from the top toolbar. You will be forwarded to the following screen: Page 4 of 6

5 4. Fill out the above fields as needed and be as descriptive as possible. Information to include when filling out a ticket on the Portal: What type of support issue are you having? Select the best fit from the drop-down menu. Contact, Phone, Ext., , Address: These fields should fill in for you, using your Portal Account information (note: If this information is wrong, you can revise it we will cover that next). Req d Date: Please enter the date this ticket is required. Emergency: An emergency level ticket is one that affects most or all employees, and renders users unable to work (e.g., complete network or internet outage). Check this box only if your ticket is an actual emergency. P.O. Number: This field is optional; use only if your financial team requires you to submit a Purchase Order. Summary: Brief description of the problem you are having (e.g. Can t print to Brother MFC-8600 ) Description of Problem: Detailed explanation of the problem, including number of users affected, error messages received, anything that you have already tried to correct the problem (such as rebooting the computer). Attach a Document to this ticket: If you have taken a screenshot of the error, or have additional documentation that may be helpful, use this field to upload your document and attach it to our ticket. 5. After entering the information above, please click Save at the top of the screen. After saving this request, it will be forwarded directly to our support team to resolve the issue. As we begin to work on this request, you will be notified via that your request has been updated through the point of completion. 6. To update Account information such as username, password, etc, click on the My Account link in the left-hand navigation menu. Please use this screen to reset your password, change or add addresses, or update phone/fax numbers. NOTE: You cannot reset street addresses on this screen. If your street address is not correct on the Customer Portal, please send an to support@lanairgroup.com with the correct information and we will update our database. Page 5 of 6

6 Via 1. Send an to Please use the following format when doing this: Subject: should contain a brief description of the problem. If this is an Emergency situation in which you cannot work or business process has stopped, please add the word Urgent or Emergency to the subject line. Memo Section: describe the problem in detail in order for us to escalate the problem in the most efficient manner as possible. 2. After sending the , our system will automatically create the Service Ticket and respond to you after doing so. From this point, you can track the Service Ticket in our Support Portal. Via Phone: 1. During Business Hours, call our main number at one of the following numbers: Toll Free: 877-LANAIR1 ( ) option 2 Local Numbers: ; This will drop directly into LANAIR s Help Desk. Your call will be transferred to our Technical Support department. We usually have a live individual that will answer the phone and direct you to the appropriate person to resolve the issue. 2. For After-Hours support, please use one of the above numbers and use option 9. This call will be transferred directly to our 24x7 Support Engineers. Page 6 of 6