Helpdesk 101

Getting started with our helpdesk software

Can I use email to reply to a ticket?

Email Integration with Support TicketsYes! Email integration is one of the most convenient ways to manage your support tickets.How Email Integration Works• Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ema...

I created a ticket, when can I expect an answer?

Response Time ExpectationsOur support team is committed to providing timely responses to all customer inquiries. Here's what you can expect:Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, conf...

I don't find my answer in the knowledge base, what should I do?

Can't Find Your Answer?Don't worry! Our knowledge base is constantly growing, and we're here to help when you can't find what you need.What to Do Create a support ticket - This is the fastest way to get help Be specific about what you're looking for Include context about your situation Me...

I see a blue screen, what should I do?

Blue Screen TroubleshootingA blue screen (BSOD) is a critical Windows error that causes your system to stop. Here's what to do:Immediate Steps Don't panic - this is usually fixable Note any error codes displayed Restart your computer If it happens again, try Safe Mode Common Causes Hardwar...

What is a ticket? Is it the same as a request?

Understanding Support TicketsA ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team.Ticket vs RequestYes, a ticket and a request are essentially the same thing...