If you are working a shift when the Help Desk is closed, you will need to use the OLH to solve minor problems. 

If you come across a situation in which the OLH requires that you submit a Help Ticket, you must still do so.

• If you happen to get a response, please follow any instructions given.
• If you do not get a response, do the following:
  • Submit the job as a partial, leaving .
  • Leaving an appropriate Comment to Proof explaining the situation. 
  • The proofreader will handle the job from there. 

When help is needed on an assigned job, follow the steps below.

(This includes if you are having technical difficulty or are requesting clarification.) 

• Click the TypeEasy logo in the top left-hand corner of the screen. Select 'Job Related Help Ticket.' The Help Ticket window will open on the Personal Page tab in TypeEasy. 
• Select the type of ticket you want to submit. Click the radio button next to the appropriate ticket type: 
  • Normal - Use for any job-related inquiry, including requests to reject a job.
  • Request to Submit Partial - Use only if you cannot finish a job before your scheduled shift ends. 
• If you selected the 'Normal' option, type a brief subject line or title Locate the link that says "Click here to create a ticket for your current job." 
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• When you click through this link, the ticket will automatically fill the category as "Issue on currently assigned job" and populate the job filename of the current job you have assigned.  (If you need to open a ticket on a different job for some reason, you can always change it.)
  
  
• Type a brief subject line into the appropriate box. Click the 'Access Ticket' button.  
  • Do not use this line for anything other than the subject of your Help Ticket.
  Beginning a description of the problem in this line makes it difficult to understand, and causes delays in response times. 
  

• • Try to avoid lengthy titles. Put your questions/issues in the body of the ticket rather than the subject line.

• Click the 'Submit Additional Information' button to submit your ticket to SpeakWrite. You must remain at your computer until you receive a response. 
• Type your question or problem in the 'Enter additional informationMessage to Help Desk' box. Always include all the information we need to help you.  
  • Understand that we do not have access to any information, working draft files, etc., other than what you explain in this boxyour document, computer, etc. Be specific in your questions but brief. Note any appropriate audio locations as well.  

If you are having technical difficulties, explore Help Desk Articles and make sure to include each of the required software version numbers in your ticket.

• • If you need help with a specific instruction or a specific point in the audio, you must include a timestamp as well so we can quickly find what you are asking about.
    
    

• Once we have responded to your ticket, you will receive both an audible and visible notification in TypeEasy.  On your Help Tickets page, tickets that we have responded to will have a blue asterisk.  Click on the link View to access the ticket. 
• If the instructions in the response resolve your problem or answer your question, click the 'Close Ticket' button. This tells us that we do not need to take further action on your ticket and that you are at your computer working on the job. 
• If the response does not resolve your problem or answer your question, click the 'Re-open' button next to the ticket and repeat the steps above. Click the Asterisk button to mark the ticket as no longer needing a response.  (For example, if we answer your question and you no longer need help, you can click the Asterisk.  This will stop the ticket notification in TypeEasy. 
  
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• When your issue is resolved, please always close your ticket.

Timeframe for Job-Related Help Tickets 

Although the Help Desk does its best to respond to job-related tickets immediately, there may be times when multiple tickets or client phone calls are being handled and response is delayed. 

For adjustments to your payroll or work schedule information, or if you need assistance with other issues not related to a job you are working on, follow the steps belowyou can open a ticket without associating it with a job.

• Log

• in to your Typist Dashboard and click the Help Ticket tab. 
  
  
• Click the

• Create

• Ticket

•  button.
  
  
• Type a short

• topic of your

• ticket in the Subject line.  
  • Do not include details of the issue in the subject line.  Save those for the ticket message itself. 
    
    
• Select a category from the 'Select category' drop-down list.
   
  • If you selected 'Payroll Issue' or 'Issue on Currently Assigned Job',

• • select the associated file name

• • from the Filename dropdown or type it in the Filename box if needed. 
  • If you have a general payroll question which is not related to a particular job, you

• • can leave the filename box blank. 
    
    
• Type your question or problem in the

• Message to Help Desk box. 
  • If you have a technical question, always include as much information as possible so we can help you.  
  • This means, for example, if you are reporting an error, you need to include the error number as well as the exact text that follows it, and

• • an explanation of what you were doing at the time it occurred.  The more specifics you can provide, the better the Help Desk can assist you.

• • Understand that we do not have access to any information, working draft files, etc., other than what you explain in this box. 
    
    
• Click the

• Create

•  button to submit your ticket to SpeakWrite.
  
  
• When you receive notification that we have responded to your ticket,

• you'll see a blue asterisk next to it in the help ticket list in your Typist Dashboard.  You will also receive notification in TypeEasy if you are logged in. 
  
  
• • If the instructions in the response resolve your problem or answer your question, click the

• • Close Ticket

• •  button. This tells us that we do not need to take further action on your ticket.
    
    
  • If the response does not resolve your problem or answer your question,

• • you can respond to the ticket and

• • we'll continue to assist.