Request Support
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Create A Ticket
Complete a short form to get support from a Help Desk technician
Purpose:
To report and track IT problems, request services, or seek information.
Key Elements:
- Subject/Title: A concise description of the issue.
- Description: Detailed information about the problem, including error messages, steps to reproduce, and the impact.
- Priority/Severity: An indication of how urgent the issue is.
- Contact Information: so that the IT staff can contact the person that created the ticket.
- Affected System/Device: Information about what device or software is having the issue.
Process:
- Typically submitted through an online portal, email, or phone.
- The ticket is assigned to an IT technician.
- The technician works to resolve the issue and updates the ticket with progress.
- The ticket is closed once the issue is resolved.
Benefits:
- Provides a structured way to manage IT requests.
- Helps IT teams track and prioritize issues.
- Ensures accountability and transparency.
- Creates a record of IT issues that can be used to improve IT systems.
Feedback will be logged in the system, but will have no direct follow-up from a technician. Ideal for issues that you have experienced but are not having now or can't reproduce.
Changed devices? let us know what device(s) are assigned to you
Provide details to help better troubleshoot issues with your phone system.
Install TechStar Support Tools
Use the installer link below for your device Operating System, then complete the “Register your Device” form to complete the setup.
Once installed, complete this form: Register your Device
- Send your own help request.
- Don't ask others to do it for you.
- Start a new ticket for each new request or issue.
- Create a Ticket
Request specific subject lines like the following for better workflow and mangement.
- I can't open Outlook
- I cannot print from QuickBooks anymore
- I have a OneDrive file stuck in pending
- I need my Gmail password reset
- I need Adobe added to my computer
- I clicked a link in an email by mistake. Is it a problem?
- My computer is acting strange
Give as much information as you can and include the TechStar Asset Tag number (A1234) of the devices involved.
- For incidents involving systems that had been working, tell us the device and app that is having the problem and describe what is happening (or not happening).
- When requesting new services, be specific about what you need. Tell us the name of the application or the URL of the site you need access to.
- For password resets, tell us what account you want us to reset.
Your assistance is often needed to complete a task, so it's helpful if you provide a call back number and/or a time frame you are available to work with us.
Sometimes an issue can reoccur. If that happens you may search back through our email and send a response on the email that addressed the issue earlier. This is where you help yourself with clear request-specific subject lines.
If you are not into searching your old emails you are welcome to send a new email and state that the problem has happened before.
- Don't wait
Some issues can be tracked but only if we receive the request in a timely manner. - Don't add others to the email.
Your support request email becomes a ticket in our ticketing system. Tickets can only be owned by a single individual. Adding others to the TO: CC: or BC: lines will not include them in the support process and will complicate communications. - Don't request help and then vanish.
We often need more information on the problem and require your assistance to access the machine. TechStar can not access your computer without your permission.
