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DETAILED SUPPORT REQUEST

Sometimes it's difficult to know where to start when requesting support and it may not be a convenient time to call, but you want to get the request started. This form is a good place to start.


 
 
My Name *
My Name
Often it's more beneficial to tell us about your end-goal — what you're working toward — rather than to describe what you've been doing. For example, don't say you need to print if what you really need to do is sign a document.
Think about describing what you're doing leading up to the problem. It's OK to let us know, "It's the same problem I reported last time — see existing or previous ticket." Is it a video, audio or phone issue?
It's good for us to know if you've already tried a few things. Although we may need to re-try a few things as we troubleshoot.
QUESTIONS
These questions will help us narrow down solutions more quickly to save you time.
Have you experienced this problem before? *
When was the last time this worked for you? *
Where are you when the problem occurs? *
While experiencing this issue?
How are you connected? *
What device are you using? *
Have you run anything from Self Service? *
If so, please comment in the Notes field what you ran.
Do you know if anything recently changed? *
Change is the number one cause of technical issues. It could be a change in hardware, software, network or workflow. Seemingly unrelated changes can often be the cause of problems and sharing anything you know can help us troubleshoot faster.
Date problem last occurred. *
Date problem last occurred.
Time of day problem last occurred. *
Time of day problem last occurred.