Doing more with the helpdesk

The helpdesk also features a few other useful links that can help you check on the progress of requests you've made, reference solutions to your past requests, and even helpful guides on popular requests.

List My Closed Cases

List My Closed Cases – Your closed cases includes ALL issues you have ever submitted which were RESOLVED. This can be useful if there’s a reoccurring problem, you can reference an older case to see what the technician had done previously.

List My Active Cases

List My Active Cases – your Active case can be in one of 4 statuses. In every status, you may click on the “Title” of the case to see what’s been done so far and to view any notes from the technician.

• Open – “Open” means your issue has been received but a technician has not begun to work on it yet.
• In Progress – “In Progress” means that a technician has begun to work on your issue.
• Awaiting Response – “Awaiting Response” means that a technician has begun to work on your issue but requires further input from you to continue. This can range from needing more information about the problem or simply needing to schedule a convenient time to work on your computer. Please click your ticket to see what we need from you.
• Deferred – “Deferred” means that the case has been postponed. A good example of this is if issue is time sensitive and was rescheduled.

You case can also be in 1 of 3 colors. Red is high priority, Grey is normal, and Blue is low priority.

You can also see which technician is working on your case under "Contact"

Search Knowledgebase

The knowledgebase is a collection of frequently asked questions and their solutions. If you think you have a common problem or if you just want to read about on some interesting computing tips & tricks, feel free to browse through the knowledgebase. Click the "Reference ID" to read more details about each issue.

 

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