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 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.) 

:

• Go to the Help Tickets tab in TypeEasy .  Locate the link that says "Click here to create a ticket for your current job." 
  Image Removed
  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. Try to avoid lengthy titles. Put your questions/issues in the body of the ticket rather than the subject line.and click Create Ticket.  (**You can also do this in a web browser by logging in to your Typist Dashboard and clicking the Help Ticket tab.) 
  
  Image Added

• This will bring up a small window to fill out the details of your question/problem.  
  Image Added
  
  
• Type your question or problem in the 'Message to Help Desk' box. Always include all the information we need to help you.  
  • Understand that we do not have access to your document, computer, etc. Be specific in your questions but brief.   
  • 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.  Click View on the notification or go directly to your Typist Dashboard in a browser window. 
  
  
• On your Help Tickets page of your Typist Dashboard, tickets that we have responded to will have a blue asterisk.  Click View to access the ticket.  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. 
  
  
  
  
• 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, you can open a ticket without associating it with a job.

Log
• Click the Help Ticket tab in TypeEasy, then click Create Ticket.  (**You can also do this in a web browser by logging in to your Typist Dashboard and
click
• clicking 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. 
• )Image Added
  
  
• Select a category from the 'Select category' drop-down list.
   
  • If you selected You ONLY need to select/enter a filename if you are asking questions related to a specific job using the ticket categories '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  
  • You do NOT need to select/enter a filename in order to open a ticket with any other category.  You can just 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. 

Image Added

• Click the Create button Submit 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 a 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
• .
  

If you have submitted a Help Ticket for assistance at the end of your scheduled shift, please be sure to monitor your ticket for a response.  We make every effort to respond to Help Tickets as quickly and efficiently as possible.  Due to the large volume of Help Tickets we receive for assistance, it creates backlogs and delays when Help Tickets are not answered as quickly as possible.