How & When to Reach Out
The help desk is here to assist you with technical issues, software inquiries, and troubleshooting needs. To ensure efficient service, please follow these guidelines:
Preferred Contact Methods: Submit a ticket in PROFITCOACH™
Business Hours: The help desk operates from Monday to Friday, 9 AM - 5 PM.
When to Reach Out: If you encounter system errors, software bugs, account access issues, or need assistance with company tools.
Self-Service Options: Before submitting a ticket, check the knowledge base for FAQs and troubleshooting guides.
Emergency Escalation: We do not have an emergency hotline. Please submit a ticket and our team will respond as soon as possible within business hours.
Etiquette
Maintaining professionalism and clear communication ensures a smooth support experience. Follow these etiquette guidelines:
Be Clear & Concise: Provide all necessary details when submitting a ticket, including screenshots, error messages, and video/screen recordings when applicable.
Respect Support Staff: Remain patient and courteous when interacting with help desk agents. Avoid insults, name-calling, or derogatory remarks such as calling staff "incompetent."
Avoid Duplicate Requests: Submitting multiple tickets for the same issue may delay resolution.
Follow Up Appropriately: If your issue is unresolved, check for updates in your ticket before reaching out again.
Example of a Good Request: "I cannot log into my email account. I receive an ‘Incorrect Password’ error. I have tried resetting my password, but I do not receive a reset email. Screenshot attached."
Duplicate Tickets
Duplicate tickets can slow down response times and create confusion. Here’s how to manage them:
What is a Duplicate Ticket? A ticket reporting the same issue as another submitted request.
How to Check for Duplicates: Use the help desk search function to see if your issue has already been reported.
Merging Requests: If you find a duplicate, add relevant information as a comment on the existing ticket instead of creating a new one.
How the Help Desk Handles Duplicates: Our team consolidates similar tickets to streamline resolutions.
Response Time Expectations
Understanding response times helps set expectations for issue resolution:
You will get a response within 24 hours
Bugs & Feature Requests
Understanding the difference between bug reports and feature requests helps ensure efficient handling:
Bug Reports:
Clearly describe the issue.
Provide steps to reproduce it.
Attach screenshots or logs if possible.
Example: "Clicking ‘Submit’ on the payroll page causes an error message. Steps: 1) Open payroll, 2) Enter data, 3) Click submit. Expected: Data saves. Actual: Error message appears."
Feature Requests:
Clearly explain the feature needed and why.
Detail how it would improve workflows.
Example: "It would be helpful to have an auto-save feature in the payroll module to prevent data loss when the system times out."
Processing Timeline:
Critical bugs are addressed within 24 hours.
Non-critical bugs are added to the next update cycle.
Feature requests are reviewed weekly and prioritized based on demand and feasibility.
By following these guidelines, we can provide timely and efficient support while improving overall user experience. Thank you for working with the help desk to keep operations running smoothly!