How Does Simplex-IT Handle My Support Ticket?

We also have this information in video format.

You can submit a support ticket in a number of different ways, give a call, send an email, use our portal. However you decide to submit it, we handle them all with the same process.

As soon as our service desk receives your ticket, it’s assigned a tracking number and triaged for impact and severity. We carefully analyze the information, determine how many users are impacted by it, and what level of impact it’s having. So the more information you can give us the better, and we love screen shots.

So for example, a ticket can affect one user, like “I can’t log in”, or “I can’t print” Or it can affect multiple users, like “Our Northeast location can’t access MS365”. As far as impact and severity goes, the things we look for are: it stopping someone, or several people from doing their job, is it an annoyance, or is it a maintenance issue that can be done anytime. After we have this information, we can prioritize the ticket accordingly and assign it to a technician.

Our technician will reach out to you to schedule a time to work on your issue. And if you choose, you can schedule a time that is convenient for you using our auto schedule tool.

Anytime something is changed or worked on your ticket, you’ll receive an email with a summary of those changes. Once the issue has been resolved, you’ll receive a closed ticket satisfaction survey, with 3 options, Positive, Neutral, Negative. Anything other than a positive and our Client Relations Director will be reaching out to you to discuss what went wrong.

Our agreements don’t include any limits for support tickets, so all tickets are covered by your agreements. And if you’re interested to see how many tickets your organization submits, we can absolutely provide that to you.

I hope this helps, we look forward to working with you! Contact us if you have any questions!