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Helpdesk 101

Getting started with our helpdesk software

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

Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.

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

A ticket is a technical synonym we use for question or request.

What personal information are you tracking?

Privacy is important to you and to us. When you submit a ticket through our helpdesk, we just keep your name and email address and question you asked in our database. Nothing more unless you share it yourself during an interaction with us.

Can I use email to reply to a ticket?

Yes, our helpdesk is able to receive answers to your tickets via email. Whether you are using Outlook, Gmail or any other email client, our helpdesk will be able to handle it.

I see a blue screen, what should I do?

A blue screen means that you should: reboot wait 3 minutes try again

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

Did you try to search using different search terms? If yes, then you should create a new ticket (/mytickets/create).

Why do my speakers not work?

Volume issues If you are experiencing problems with the volume of your computer's audio, following these steps may help you fix the problem. Desktop speakers turned down This step may seem trivial, but problem-solving works best when you start with the basics. Verify that the volume kno...

Why is my internet not working?

Step 1: Restart your modem and/or router It’s true: the first step really is “have you tried turning it off and turning it back on?” Just like your computer can freeze up and need a reboot, your modem or router can do the same. If either device is no longer doing its job, restarting may be all ...

Why is my raiser edge database (offline version) opening up with a black screen?

Have you tried changing your screen resolution in display settings to 100%? This may resolve the concern. If the issue is persisting, please do not hesitate to create a ticket and a team member will respond shortly.