Steps for Submitting a Service Ticket to Simplex-IT
We also have this information in video format.
Submitting a service ticket is an important part of working with your IT provider, but it shouldn’t be complicated! Here at Simplex-IT we have an easy process for you!
So how do I submit a service ticket? There are three options:
Option 1: Give us a call on our client-exclusive tech line to speak with a Service Desk Technician to get a service ticket created. This is often one of the fastest ways to get a service ticket created! The technician will ask for basic contact info and details about your issue as part of the service ticket. Once created, dispatchers will assign the ticket to the next available resource for troubleshooting.
Option 2: Use our client portal to follow a simple form to get a service ticket created. You can access the client portal by heading to simplexit.myportallogin.com in your web browser and login with your company credentials. The service ticket form will request similar information to what you would provide over the phone. Just like calling in your service ticket, dispatchers will assign the ticket to the next available resource for troubleshooting.
Option 3: Pop off an email to service@simplex-it.com which will automatically create a service ticket in our system. As always, the more details you can provide, the better! This will help us speed up the dispatching and troubleshooting process to ensure we resolve your issue in a timely fashion!
What information can you include when submitting a service ticket to speed up dispatching and troubleshooting? Here are some items to keep in mind to help ensure an effective and efficient resolution to your issue!
Are you the only person experiencing the issue or are other users? This helps to tell us if the issue is related to your device or a larger issue.
Are you aware of any system changes such as an update or installation of a new application? Sometimes, things like software updates or new software break things.
If you’re able to, send us a screenshot of any error messages you experience relating to the issue.
Did you already try your own troubleshooting? Let us know as that may save troubleshooting time!
Did you email us before running out the door for lunch? No worries! Let us know your best availability and we’ll work to reach out with you at that time.
Include any other contact information we should use to reach you on your service ticket.
Avoid sending us your credentials! This helps keep everything secure! If your credentials are needed, we’ll have you enter them during a remote session as appropriate.
If you have questions, reach out!
