SC-Wiki24

Here is a brief guide how to use our Ticket System

Ticket request Tips

• Ticket System can be found at sc-tickets.supportcall-isp.co.za
  
• Create new tickets by adding them via the Ticket System website
  
• ALWAYS complete as much information as you can with all contact details and ALL the step taken by you.
  
• IF you are unable to do so via the website, you may do so by sending an email to supportme@supportcall-isp.co.za
  
• ALWAYS reply on the last mail received from the Ticket System related to the Ticket
  
• … when corresponding regarding a ticket PLEASE DO NOT send a new mail (please reply), new mail create new Tickets
  

PLEASE NOTE
By using email the only information available for the tech is the information that you enter in your email.
Note as much information and all the steps taken, as well as what it is that you need the tech to do.

• Login to your profile
  
• Select [Open a New Ticket]
  
• Select the Help Topic from the dropdown list (eg. NRC - Callout Request)
  
• Complete all the fields
  
• Steps Taken To Resolve is very important and should be completed in detailed description
  
• Once you have completed all the fields select [Create Ticket]
  
• Once the ticket has been created and open
  
• DOUBLE CHECK ALL INFORMATION ON THE TICKET
  

eg.

Subject : COMPANY NAME - LOCATION - ISSUE
Details : AS MUCH INFORMATION AS POSSIBLE (THIS WILL HELP REDUCE TROUBLESHOOTING TIME)
Step you've taken : NOTE ALL THE STEP TAKEN BY YOU TO TRY RESOLVE THE ISSUE (YOU MAY WANT TO NOTE WHAT YOU SUSPECT THE ISSUE IS)
Unit Street Address : (THIS IS THE FULL PHYSICAL STREET ADDRESS)
Unit Contact Person : (THIS IS THE FULL NAME OF THE CONTACT PERSON ONSITE)