Helpful Tips on Creating a Technical Support Ticket with I.T

Tips & best practices

In summary, here are a few tips and best practices to take note before creating a technical support ticket on FreshService:

You (Requester) must be a Harlem Children's Zone or Promise Academy staff in order to create a technical support ticket.

Note:

*For students and parents, please reach out to your school cordinator or teacher with description(s) of the issue to submit a technical support ticket on your behalf.
Get detailed descriptions of the issue(s) - [e.g., Jane Doe had a water spill on her Chromebook yesterday at home and keyboard is damaged].
Avoid using words such as; "Laptop does not work" or "Chromebook does not work" rather provide clear and precise information on what the issus(s) are to mitigate delayed support.
Attach image(s) of the device damage or error messages with device's serial numbers or assigned user's full names.
Add updated contact details for technical support to reach out to you - [i.e., Correct mobile phone number and email address].
Add full names of the person requesting technical support or intended for, if it's been created on behalf of someone else - [e.g., Jane Doe | Serial Number: 2345JH].
Always carefully read and select the correct options that best describes your issue - [e.g., For printing related issue, select "Printer" as Issue Type and choose the accurate printer model from the options].