What is a Help Ticket, How to Open a Help Ticket, and How to Answer a Help Ticket
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A help ticket is used by SpeakWrite Help Desk staff to provide you with assistance when performing Independent Contractor duties for SpeakWrite. There are two types of Help Tickets:
Job Related
Non-Job Related
If you cannot access Help Tickets for any reason from your typist page, you are to email spanish.support@speakwrite.com or bettina.lefeld@speakwrite.com.
If your Internet access has gone down or you are away from a computer, the Help Desk can be reached at 1-800-828-3889. This is only to be used in situations where creating a Help Ticket is not feasible. This line is also our client help line, and we try to keep that line available for client support as well.
Help Desk Hours | |
Monday - Friday | 6:00 AM - 11:00 PM MST |
Saturday - Sunday | 7:00 AM - 10:00 PM MST |
Holiday Hours | 8:00 AM - 5:00 PM MST |
Getting Help After Hours
If SpeakWrite policy requires that you submit a Help Ticket, you MUST submit a Help Ticket.
If the Help Desk is closed and it is a basic question you can come back to or something you can work around, please continue to work on the job as much as possible, until the Help Desk can provide you with an answer the next day. If this is something that you must have answered before you can complete or submit the job, then please stop working on the job and wait for the Help Desk's reply the next day.
If you cannot access a ticket in TypeEasy, try using your typist home page first, http://typist.youdictatespeakwrite.com/.
How to Open a Help Ticket
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Issue on Currently Assigned Job - Use for any job-related inquiry, including requests toreject to reject a job due to English on a Spanish account or to have a job reviewed for poor audio.
If the issue is a Technical one please make sure to check the "Yes" box that states "Is this a technical question?"
Techical Technical issues may include…
Unable to submit your job
Error occurs in TypeEasy
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3. If the response does not resolve your problem or answer your question, click the 'Open' button next to the ticket and repeat the steps above.
EMERGENCYPARTIAL JOB Upload Request– You should only request a partial if you have an emergency. SpeakWrite defines an emergency as, "a serious, unexpected, medical or bereavement situation requiring immediate action." If your emergency is going to keep you from completing a Spanish job within the time given by Management then you must open a Help Ticket to get permission to submit an emergency partial job. You must have at least 10% of the audio complete for the request to be approved.
If you do not have at least 10% complete please email spanish.support@speakwrite.com or bettina.lefeld@speakwrite.com.
If a partial is approved you will not be paid for the work transcribed
Wait for Help Desk response:
In any situation that requires you to submit a Help Ticket (e.g. requesting to reject a job), please continue to wait until the Help Desk responds to your ticket. These tickets are reviewed and can affect performance reviews if not handled appropriately.
Non-Job-Related Help Ticket
If you need assistance with other issues not related to a job you are working on, follow the steps below.
You will also follow these steps if you have an error in TypeEasy or a problem with your computer that is not related to a specific job.
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6. Click the 'Create New Ticket' button to submit your ticket to SpeakWrite.
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Answering a reply to your ticket:
When you receive notification that we have responded to your ticket, click 'Launch' next to Help Ticket System to open the Ticket Menu screen.
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2. Click the 'Open' button to view the response.
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3. If the response does not resolve your problem or answer your question, please respond back to the Help Desk for further assistance.
4. 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.
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