Overview
This tutorial provides a brief overview on where to find the support
request icon on your desktop, how to submit a support request, and how to review
and update that ticket after submission. You also can view the
online support request tutorial.
Accessing Support from your system
You will see the following icon
in your system tray.
In Windows 7
In Windows 7, you will have to show the hidden icons in your system
tray in order to see the support 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.
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
To view the current status of a ticket in the Client Center, you can
click on the link provided in the confirmation email. You may also
request an email containing links to all of your current tickets at
any time by filling in your email address on the "Request Access"
tab.
After you have accessed a ticket 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 our support system 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.