We use a “ticket” system to keep track of all the issues on which we are working.  We call this our Help Desk and it will also help you check the status of any issues you have sent us.  This is a brief tutorial on how to use the system and some tips that will help you use the system in the most efficient way possible.

It is important that you use this system to alert us of new issues or to ask questions.  We monitor this system during business hours.  If you send issues to our personal email addresses, we may not be available. 

  • How to Add Tickets 
    • The most basic function of the help desk is to add tickets. 
    • You may also be added to a ticket by one of our staff.
    • Tips
      • Don’t reply to an old email when you have a new issue.
      • If your email client suggests an email address that has help@treehouse-it.com and some additional numbers this is an address for an old ticket and shouldn’t be used.
      • Add separate tickets for each new issue.
      • If you call us (614-859-6389) and press 1 for the support line, your voicemail will be sent to the help desk if we are not able to answer.
      • If you want to include anyone else on the ticket, for example, someone else in your organization, add them as a CC on your email.
  • What Happens When You Add a Ticket
    • When you add a ticket using the methods above, one of our staff is notified. 
    • You will also receive an email letting you know we received your submission. 
    • We will then review it and assign it to one of our staff. 
    • We may change the title or ask questions just for clarity. 
    • You will then receive emails with updates as we progress on the issue.
    • To respond to any questions or to add any more detail, you can reply directly to the notification emails you receive.

Remote Support

We use a tool for remote support called Splashtop.  This tool allows us to access your computer remotely and fix issues without being in your office.  This software is legitimate and is not a virus or malware.