Requesting Technical Support using truTechnology Management
This tutorial provides a brief overview of what truTechnology Management can do for you, shows you where to find the truTechnology Management icon on your desktop, how to submit a service ticket and how to review and update that ticket after submission. You also can view the
online truTechnology Management tutorial.
What can truTechnology Management do for you?
- Easily create a technical support request; and
- Get remote assistance from the VerityThree Technical Support team
Accessing truTechnology Management on your system
You will see the following icon
in your system tray.
Corporate Office:
733 Ridgeview Drive
McHenry, IL 60050
(815) 385-4474
www.veritythree.com
In Windows 7, you will have to show the hidden icons in your system tray in order to see the truTechnoloyg Management icon. Once the icon is visible, if you move your mouse over the icon, you will see your computer name. Right click on the icon to show the menu options.
In Windows XP or Vista, the truTechnology Management icon should be visible in the system tray at the bottom right of the screen. When you move your mouse over the icon, you will see your computer name. Right click on the icon to show the menu options.
Getting Technical Support during and after normal business hours
Clicking on the Technical Support link will take you to the VerityThree Client Center where you will see a form to create a new service ticket. Please complete the form putting as much detail in the “Request” field as possible.
Please note the priorities to the right and choose the appropriate priority for your situation. The times noted are minimum response times. The VerityThree Technical Support staff strives to exceed these times whenever possible.
Note: If you are submitting a ticket after business hours, you will be redirected to a slightly different procedure for emergency support.
Once you have completed the form and click submit request, you will be taken to a confirmation screen and you will also receive an email.
Your confirmation email
Your email contains a link to view the service ticket in the Client Center so you can check the status or add notes to your ticket(s). Please save this email until your ticket is closed.
At this point, your request has been delivered to VerityThree’s dispatcher who schedules your ticket based on the priority specified. You will be contacted by one of our technical support staff when they are ready to resolve your issue.
Viewing open and closed tickets
In the Client Center, you can click on the “open tickets” tab to view all of your open tickets, or, you can click on the “closed tickets” tab to view all of your tickets that have been resolved.
These are just some of the tools truTechnology Management provides in an effort to be user-focused and ensure that you are as productive as possible. VerityThree values you as a client and we look forward to helping with your technology needs.