Helpdesk 101
Getting started with our helpdesk software
Can I use email to reply to a ticket?
Yes, our helpdesk is able to receive answers to your tickets via email. by using:IT/Sign in screen/Door control related queries - tech-support@alpschools.orgHR related queries - hr-support@alpschools.orgFinance related queries - finance-support@alpschools.orgWebsite updates/Social Media posts - m...
I created a ticket, when can I expect an answer?
Response Time Expectations Our support team is committed to providing timely responses to all customer inquiries. Here's what you can expect: Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, con...
I don't find my answer in the knowledge base, what should I do?
Can't Find Your Answer? Don't worry! Our knowledge base is constantly growing, and we're here to help when you can't find what you need. What to Do Create a support ticket - This is the fastest way to get help Be specific about what you're looking for Include context about your situation Mentio...
What is a ticket? Is it the same as a request?
Understanding Support Tickets A ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team. Ticket vs Request Yes, a ticket and a request are essentially the same th...