{"id":2290,"date":"2022-03-21T13:25:49","date_gmt":"2022-03-21T17:25:49","guid":{"rendered":"https:\/\/www.treehouse-it.com\/?page_id=2290"},"modified":"2022-03-21T13:25:49","modified_gmt":"2022-03-21T17:25:49","slug":"help-desk-instruction","status":"publish","type":"page","link":"https:\/\/www.treehouse-it.com\/index.php\/help-desk-instruction\/","title":{"rendered":"Help Desk Instruction"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We use a \u201cticket\u201d system to keep track of all the issues on which we are working.&nbsp; We call this our Help Desk and it will also help you check the status of any issues you have sent us.&nbsp; 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is important that you use this system to alert us of new issues or to ask questions.&nbsp; We monitor this system during business hours.&nbsp; If you send issues to our personal email addresses, we may not be available.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>How to Add Tickets&nbsp;<\/strong><ul><li>The most basic function of the help desk is to add tickets.&nbsp;<\/li><\/ul><ul><li>Methods:<ul><li>Send an email to <a href=\"mailto:help@treehouse-it.com\">help@treehouse-it.com<\/a>.<\/li><\/ul><ul><li>Go to <a href=\"http:\/\/help.treehouse-it.com\">http:\/\/help.treehouse-it.com<\/a> and click the \u201cSubmit Request\u201d link.<\/li><\/ul><\/li><\/ul><ul><li>You may also be added to a ticket by one of our staff.<\/li><\/ul><ul><li>Tips<ul><li>Only send a new email to <a href=\"mailto:help@treehouse-it.com\">help@treehouse-it.com<\/a>.<\/li><\/ul><ul><li>Don\u2019t reply to an old email when you have a new issue.<\/li><\/ul><ul><li>If your email client suggests an email address that has <a href=\"mailto:help@treehouse-it.com\">help@treehouse-it.com<\/a> and some additional numbers this is an address for an old ticket and shouldn\u2019t be used.<\/li><\/ul><ul><li>Add separate tickets for each new issue.<\/li><\/ul><ul><li>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.<\/li><\/ul><ul><li>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.<\/li><\/ul><\/li><\/ul><\/li><li><strong>What Happens When You Add a Ticket<\/strong><ul><li>When you add a ticket using the methods above, one of our staff is notified.&nbsp;<\/li><\/ul><ul><li>You will also receive an email letting you know we received your submission.&nbsp;<\/li><\/ul><ul><li>We will then review it and assign it to one of our staff.&nbsp;<\/li><\/ul><ul><li>We may change the title or ask questions just for clarity.&nbsp;<\/li><\/ul><ul><li>You will then receive emails with updates as we progress on the issue.<\/li><\/ul><ul><li>To respond to any questions or to add any more detail, you can reply directly to the notification emails you receive.<\/li><\/ul><\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Remote Support<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We use a tool for remote support called Splashtop.&nbsp; This tool allows us to access your computer remotely and fix issues without being in your office.&nbsp; This software is legitimate and is not a virus or malware.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We use a \u201cticket\u201d system to keep track of all the issues on which we are working.&nbsp; We call this our Help Desk and it will also help you check [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2290","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Help Desk Instruction - treehouseIT<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.treehouse-it.com\/index.php\/help-desk-instruction\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Help Desk Instruction - treehouseIT\" \/>\n<meta property=\"og:description\" content=\"We use a \u201cticket\u201d system to keep track of all the issues on which we are working.&nbsp; 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