Helpdesk 101
Getting started with our helpdesk software
I created a ticket, when can I expect an answer?
Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can. Urgent issues should always be called in to the helpdesk.
What is a ticket? Is it the same as a request?
A ticket is a technical synonym we use for question or request.
Can I use email to reply to a ticket?
Yes, our helpdesk is able to receive answers to your tickets via email. Whether you are using Outlook, Gmail or any other email client, our helpdesk will be able to handle it.
I don't find my answer in the knowledge base, what should I do?
Did you try to search using different search terms? If yes, then you should create a new ticket.
Q: What should I enter for the Cisco AnyConnect Secure Mobility Client VPN prompt (including Duo)?
Overview Duo is a two-factor authentication system that requires both a credential (certificate, username/password) and a registered thing you have (smart phone, tablet, direct landline) to "Approve" system access to applications that require AnyConnect access.By default, every time you attempt t...
Remotely connect to your workstation from a Mac
_ Prerequisites: _ Know what computer you are using by the Asset name on the white sticker. If possible also record your IP address for your workstation. Make sure that when leaving the office each day that you REBOOT your workstation so it is running and waiting for a connection Have a v...
Remotely connect to your workstation from a PC
_ **Prerequisites: ** _ Know what computer you are using by the Asset name on the white sticker. If possible also record your IP address for your workstation. Make sure that when leaving the office each day that you REBOOT your workstation so it is running and waiting for a connection Have...
Employee Onboarding: Activating and Configuring Audix Voicemail
New Employee Initial Phone setup instructions: Please contact the Times-Shamrock Communications Helpdesk if you need any assistance with any of these instructions @ helpdesk@timesshamrock.com or by dialing Extention 8200 from your phone or by calling us at 570-504-8200Extension : xxxx (your exten...
InfoSec - How Do I Use the Phish Alert Button (PAB) for Gmail (Including App)
Why Should I Use the PAB? When you use the PAB to report suspicious emails, you can help keep your organization safe from security threats. The reported emails are sent to your organization for analysis, which will help keep your IT team informed about potential phishing emails that their employe...
Using Google Chat / Spaces
In this article we will go over Using googles built in messaging system called Google Chat and Spaces. This is a great tool to keep in touch with team members while working remote. Below we will go through the steps of using this product and some of the key features.First off there are a couple d...
Creative Cloud Settings.
Settings to change when logging into Creative Cloud. First you will need to go down to the icon tray located by clock on your desktop and select the Icon that looks like a cloud. Double Click it to open up the creative cloud menu.Once open go up to the top right corner by the X and select the cir...