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Both sides previous revision Previous revision Next revision | Previous revision Next revision Both sides next revision | ||
submit_helpdesk_request [2011/07/19 10:05] 127.0.0.1 external edit |
submit_helpdesk_request [2012/06/07 15:57] dterry |
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Here are a few tips to help us get you the solution you need as quickly as possible… | Here are a few tips to help us get you the solution you need as quickly as possible… | ||
* Be as detailed as possible, you can’t put too much information in your email. | * Be as detailed as possible, you can’t put too much information in your email. | ||
- | * Be as specific as possible… i.e. **It happens every 15 minutes**…not **it’s happened a lot today.** | + | * Be as specific as possible… i.e. **It happens every 15 minutes**…rather than **it’s happened a lot today.** |
- | * Include any error messages that you have received. It is important to give the full error message including any cryptic hexadecimal numbers. You can often save time by taking a screenshot (Alt+PrtScrn on your keyboard) and pasting it into an image file which can then be attached to your email. | + | * Include any error messages that you have received. It is important to give the full error message including any cryptic hexadecimal numbers. You can often save time by taking a screenshot (''Alt + PrtScrn'' on your keyboard) and pasting it into an image file which can then be attached to your email. |
- | * Do any of your neighbors have this problem? | + | |
- | * Have you installed any new software recently? | + | * Do any of your neighbors have this problem? |
- | * Can you print the document to a different printer? | + | * Have you installed any new software recently? |
- | * How long have you had this problem? | + | * Can you print the document to a different printer? |
- | * Were you using a wired or wireless network connection? | + | * How long have you had this problem? |
- | * What version of the software are you using? (Usually can be found by clicking Help >About) | + | * Were you using a wired or wireless network connection? |
- | * What other programs did you have running at the time? | + | * What version of the software are you using? (Usually can be found by clicking **Help -> About**) |
+ | * What other programs did you have running at the time? | ||
The more information you provide in the beginning, the faster we will be able to resolve your | The more information you provide in the beginning, the faster we will be able to resolve your | ||
- | problem. By not detailing your problem we have to track you down for more information instead of | + | problem. By not detailing your problem, we have to track you down for more information instead of |
working on the resolution. We understand not everyone is IT savvy, that’s why we are here, but the | working on the resolution. We understand not everyone is IT savvy, that’s why we are here, but the | ||
more detail you provide even in layman’s terms brings us that much closer to a resolution for you and | more detail you provide even in layman’s terms brings us that much closer to a resolution for you and | ||
every other person waiting to hear back from us. Many times a few extra sentences from you can | every other person waiting to hear back from us. Many times a few extra sentences from you can | ||
- | save us from hours of research | + | save us from hours of research. |