How to create a ticket for IT support

There are various ways for customers to create tickets to receive IT support, this article will highlight and provide instructions on the different ways to create tickets.

• Email
• Call
• Text
• Live Chat
• Zendesk

Creating a ticket via email

• Open the email client of your choice.
• Compose a new email to [e-mail]
• Provide a clear and concise subject line (this will be the title of your ticket) e.g. Account Locked.
• In the body of the email, provide as much detailed information of the issue as possible. Please include the school or PWCS where site you are located.
• Attach any relevant screenshots or documents.
• Once the email is sent, you will receive a notification sent to your email with your ticket number and when your ticket has been assigned to an agent.
• Further updates to your ticket will be provided to the contact information provided.

Note - If you are emailing from a @pwcs.edu email address, Zendesk will utilize your assigned location and automatically assigned to the correct support person, if you don't have an assigned location or they are emailing from outside PWCS it will automatically be directed to the Help Desk.

Call

• Customers can call 703.791.8826 Monday - Friday from 7:00am - 5:30pm
• Choose 1 if your question/issue is Hub or SIS related.
• Provide your name, contact information, and employee ID number if applicable.
• The agent that answers the phone will do their best to provide support over the phone, they may request to remote into your device to assist with the issue. *We can only remote into PWCS windows devices, PWCS MacBook's and non PWCS devices cannot be remoted into*
• If your ticket requires escalation, the agent will create a ticket on your behalf, and you will be updated via email.

Text

• Open a messaging app of your choice
• Create a new text message to [e-mail]
• Include a clear description of the issue you are facing. Please include the school or PWCS where site you are located.
• Attach any relevant screenshots or documents.
• Once the message is sent, you will receive a notification with your ticket number and when your ticket has been assigned to an agent.
• Further updates to your ticket will be provided to the contact information provided.

Zendesk Live Chat

To chat live with an agent, customers will navigate to https://pwcs.zendesk.com/hc/en-us or locate Tech Support - Zendesk in the PWCS Sites folder in their browser.

• Click on the Zendesk Answer bot Widget
  
• After they have clicked on it, you will be presented with a chat window where they can ask questions or select from the available options
  
  
• The answer bot will attempt to guide them using answers that have already been configured, if they would like to chat with a live agent, they will be transferred to a waiting chat agent window.
• The Help Desk will then provide support in real time through the chat window.

Creating a Ticket from Zendesk

• To create a ticket from Zendesk, customers will navigate to https://pwcs.zendesk.com/hc/en-us or locate Tech Support - Zendesk in the PWCS Sites folder in their browser.
• Select "Submit a request" in the top right corner.
  
• Once on the submit a request page, choose the request/form that best suites the issues you are facing.
  
• If you are unsure of which request to select, please use General Help Request.
• Provide your email or other contact information.
• Provide a clear and concise subject line (this will be the title of your ticket) e.g. Account Locked.
• In the description, provide as much detailed information of the issue as possible.
• Attach any relevant screenshots or documents.
• Select your school or location if applicable.
• Fill out other fields of the form if they are applicable to you or to your request.
• Once submitted, you will receive a confirmation email with your ticket number and when your ticket has been assigned to an agent.
• Further updates to your ticket will be provided to the contact information provided.