Requesting Technical Support (Ticket) using ProtectIT

Your firm has implemented a new technology ticketing system that will enable us to deliver a highest level of technical support as efficiently available. Below you will find simple instructions on how to use the new ticketing system.

Section 1 - Support Icon

Requesting Technical Support (Ticket) using ProtectIT

Figure 1

Requesting Technical Support (Ticket) using ProtectIT

Figure 2

The IT Support Icon can be found in your taskbar. With this icon you will be able to open a support request. Expand taskbar and RIGHT click the IT Support Icon.

IMPORTANT: If you do not have a Support Icon, please notify support@financialcomputer.com. Computers that do not have the support icon installed will NOT receive technical assistance.

Requesting Technical Support (Ticket) using ProtectIT

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Submit Support Request: This site is allows you to open a support ticket.

Section 2 – Contact Info

Requesting Technical Support (Ticket) using ProtectIT

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  1. Update your contact information and click Apply and OK.
  2. Click Ticketing on the left

Section 3 – Ticketing

Requesting Technical Support (Ticket) using ProtectIT

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  1. Add a Summary of the issue.
  2. Set the Category of the issue.
  3. Detail the problem in the Notes section.
  4. Click Submit.

Section 4 – Viewing Tickets

Requesting Technical Support (Ticket) using ProtectIT

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The View Tickets tab will give you access to view the status of your currently open issues and the history of your past tickets. From this page you can also add a new note to a current ticket. Please do not open multiple tickets for the same issue. Once your ticket is scheduled you should receive an email notification.

Section 5 – Messaging

Requesting Technical Support (Ticket) using ProtectIT

Figure 7

Additionally, there is a messaging agent built into the new ticketing system that IT technicians will use to request reboots, send reminders, and notify you of important information that may affect your computer.