How to request assistance from IT team? Below methods are sorted from preferred on top.
- Email: helpdesk@hzo.com
- Portal: https://hzo.freshdesk.com/
- Phone: 919-443-0339 (US Only)
- Walk to IT area (*1)
Q: Why are all actions done thru HelpDesk? Isn’t it faster thru email, or in person?
A: Many reasons why HelpDesk method is best.
- Document the problem, communication, and solution.
- Identify problem patterns if many people report similar issues.
- Escalate, collaborate with another IT team for a fix.
- Audit trail.
- You can see all your old tickets in the portal, even if you deleted the original requests.
- Got a complaint the problem wasn’t fixed? IT manager can review to determine if IT support did not provide satisfactory service.
- Enforce service levels for customer service like first response, quality of service expectations.
- KPIs, workload trends, and other metrics.
Q: How to login to HelpDesk portal?
A: https://hzo.freshdesk.com/support/solutions/articles/47001133635-how-to-login-to-helpdesk
Q: What is the preferred method of contact?
A: Sorted from preferred:
- Email is simplest for you as a user. It will generate a ticket in the system.
- Portal has a lot of helpful guides and solutions to common problems and self-help.
- Phone call is last resort when your computer has died!
- Walk ins are disruptive. Something is on fire, and you already have a ticket (*1)
- Teams chats if IT team reaches out to you first.
Q: How do I know if I can send an email to IT or HelpDesk?
A: It is a question or it needs an action? Rule of thumb:
- If IT needs to take any action, it needs a ticket!
- Example: Can you provide a report from ERP?
- If it’s a question, you can ask in Teams or email.
- Example: where is the bathroom?
- Not sure? Put a ticket in.
Q: Do I need to CC someone from IT when I contact HelpDesk via email?
A: Tickets are assigned, and we already get emails from HelpDesk. CC would be a duplicate and will disrupt the workflow.
Q: Can I put in 2 or more unrelated requests in the same ticket?
A: Each ticket should be about a specific issue.
Q: Can I open a ticket on behalf of someone else?
A: Unless you are their manager and/or something is preventing them from opening a ticket then No. It is important to track problems for each employee, and we can’t associate another person to the problem ticket of the person needing assistance. You will end up acting as middleperson for that problem between IT and the person having the issue, which may delay service. Staff should make every effort to open their own tickets.
Q: Can I contact an IT person directly instead?
A: This is discouraged. That person may be busy solving a more pressing problem, they are out of office, or it’s not something they know how to fix. The IT team is global department, your assistance can come from someone in IT that’s in a different continent.
Q: What do I do once the HelpDesk system sends me a ticket number, or IT team member sends me an email from HelpDesk?
A: Reply to that email as requested. Do not forward the email to the IT person, this disrupts the audit.
Q: What if the request requires approval by a manager?
A: You can CC the person to approve the request. Their approval note thru HelpDesk will be documented as proof.
Q: What is the best way to get a quick and accurate response from IT about a problem I have?
A: Initial information is key! Here are some tips
- Email subject:It should contain a summary of the problem. If you consider it urgent, add “URGENT” to the subject line, although that doesn't mean IT team will respond immediately. There may be something more pressing we are handling.
- Good Example: URGENT: Unable to login to UKG using SSO to request PTO and need to leave for vacation today
- Bad Example: FWD: About that question I asked Nick
- Body of email: Provide a detailed description of the problem. Include any screenshots of error messages that show full application window or desktop.
- Attachment: avoid any attachments that may be unrelated to the problem or have sensitive information. Include any logs related the issue. Multiple screenshots may be attached instead of embedded in the email body.
Q: I have an issue that happened to me a long time ago and that ticket is now closed. Can I respond back to the original ticket email?
A: Open a new ticket, and reference the old case number in the new ticket. Old tickets are closed and do not generate new communication.
Q: Is HelpDesk used only by IT?
A: It can also be used by other departments like facilities.
Q: I have a question that’s not listed here!
A: Please reach out to me for an answer. If the question is common, I will update this guide to include it.
George Bica
Director of IT, HZO Inc.
5151 McCrimmon Parkway, Suite 208
Morrisville, NC 27560-8425, USA
T: (919) 439-0505 x767