Get the most from your support ticket

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We in PICnet Support truly want to resolve your issues efficiently and effectively.  We know you want the same thing.

To help us do that, here is a quick checklist for you to keep in mind when submitting your next ticket.  Practicing these things when reporting problems will help us understand and resolve your ticket as quickly as possible.

1) Submit your issues in a ticket via the Help Desk


The PICnet Support Department uses a state-of-the-art ticketing system to manage all of your support requests.  We do not accept requests for assistance via email.

Our ticketing system allows us to track and manage all of your requests in the most efficient manner possible.  It also ensures that our entire team has access to your ticket, making it easier for us to assign the correct resources.  This system also creates a back-history of tickets that we may refer to, if needed, to help in quickly assisting you in the future.

Our Help Desk ticketing system can be accessed at http://support.picnet.net.

2) Submit one issue per ticket


We are most effective in resolving your issues if you submit one per ticket.  This allows us to resolve the issue, mark it as closed, and move onto the next - moving you from submission to solution most easily and clearly.

If you have a bulleted list of questions or requests, please break the list down, prioritize the requests and submit them in the order that you would prefer to have them resolved.

3) Be as specific as possible


Please provide as much detail as possible regarding the issue you are experiencing.  Describe as completely as possible what you did leading up to the problem, and what you saw on the screen when the problem occurred.  If there is an error message or warning, please report it in the ticket.  If you are attempting to upload a file, please attach the file to the ticket.

Note that there are often multiple paths to achieve a given task so it is a great help to know the steps you took.  For example, there are about 6 ways to upload a file... so reporting "HELP! I can’t upload a file to my website!!!" requires more time to resolve than "When attempting to upload a PDF file to the ‘Images’ directory using the Media Manager tool, I get ‘XXX’ as an error massage.  I have attached the PDF file below."

Also, a screenshot is worth a thousand words.  Uploading one with your ticket can greatly accelerate our ability to help.

4) Include a URL for the problem

This will speed up resolution quite a bit.  It will help greatly if you can point us directly to the problem on your site by including a url to the exact page of the problem.

5) Send code to us in a txt file


There may be times when it is necessary to send us a bit of code.  Perhaps we are helping you embed a video, Google Analytics or a new widget.  If you are sending code, please copy it from its source, paste it into a .txt file using Notepad or similar text editing software, and attach it to the ticket.

Please do not paste it directly into the ticket or include it in a Word document.  Either option may corrupt your code and make it difficult or impossible to successfully review.

6) Standard response times and "Emergency" vs. "Urgent"  issues

We understand that your issue is important and we will resolve it as quickly as possible.  Expect to receive an initial reply from a Support Team Member within 24 hours.  For emergencies or urgent issues, that window will be much shorter - with emergencies being responded to in a matter of minutes as opposed to 24 hours.  Emergencies are defined as your site being down, your administrator being unreachable, or a condition affecting your site such that visitors are prevented from viewing it or a significant portion of it.

Urgent issues are generally client determined and are a matter of priority for the client.  Updating a PDF file for a press release that is scheduled to go out in 45 minutes is certainly an urgent - but non-emergency - request.  We do our best to address urgent tickets in the order they are submitted.

Should you have an Emergency or Urgent issue, please mark the ticket as "Emergency" or "Urgent" by placing the appropriate word in the subject of your ticket.  For normal issues or requests, a descriptive title will suffice.

That's it! by keeping these tips in mind, you will be doing a lot to help us resolve your issue as efficiently and effectively as possible.

Thanks!

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