How and When to Submit a Ticket Using the HT Support App
The HT Support app is the easiest way for you to give us information that we often need when you are having an issue. Using the app eliminates many of the initial back-and-forth, we must ask that slow down our ability to solve your problem.
We would prefer that you use the HT app to submit every IT issue you have unless it is an emergency.
When you create a ticket through the support app, our support team can track your issue and assign the task to the appropriate technician. The app will provide us with your name, phone number and email address so we can contact you if we have more questions.
It also sends us information about your computer automatically, such as IP address, PC name and last reboot time. Using the app speeds up the process for us so we can get your system working properly as quickly and efficiently as possible.
How Do I Submit a Ticket Using the HT Support App?
Double-click this icon on your desktop to open the support app.
Once the application loads, it will look like this:
When you click “Submit a Ticket,” you will have several ticket types to choose from. Additionally, each ticket type will have a subsection of more categories to choose from.
When you click “Submit a Ticket,” you will have several ticket types to choose from. Additionally, each ticket type will have a subsection of more categories to choose from.
For example, when “Email” is selected, there are more options related to email.
Once you select your ticket types, you’ll be able to fill out more information about the issue you are experiencing.
You can title your ticket in the “Subject” line.
If you are filling out a ticket for a co-worker, you can select that person under “Affected User,” otherwise leave it as “I am the affected user” if you are filling it out for yourself.
The “Priority” drop-down menu has “Standard” and “High” options. Please only select “High” if it’s an issue prohibiting you from doing your job at all, as opposed to an issue impacting productivity. In the event of a critical or emergency issue, please call (616) 949-4020 and press option 4.
The app allows you to attach files necessary to help us solve your issue and take a screenshot of your computer, like if you’re seeing an error message you don’t recognize. Caution: Be careful not to take a screenshot of sensitive data.
Lastly, you can leave a detailed description of your problem. The more detailed you are, the less time it will take us to solve the issue.
Click “My Open Tickets” to see the status of your open tickets.
When Should I Submit a Ticket?
You should submit a ticket for nonemergency issues. If your problem is an emergency, or if it’s after hours, please call (616) 949-4020 and press option 4.
You may send a nonemergency support ticket after hours, but it will not be answered until the next business day.
Please use your best judgment when determining how to contact us. Calling our support team requires us to ask questions the app would automatically answer, and it takes us away from potentially more urgent issues.
However, if you have an issue that needs to be resolved quickly but isn’t an emergency (such as your VPN not working), you can request a chat with a support technician.
Emergency IT Services
Again, please call us at (616) 949-4020 and select option 4 in the event of an emergency, such as when your servers are down or you suspect a security breach.
