Help Tickets (Fix)

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 due to English on a Spanish account or to have a job reviewed for poor audio.
• If you selected the 'Normal' option, type a brief subject line or title into the appropriate box. 
  • 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. 

• Click the 'Access Ticket' button. Click the 'Access Ticket' button. 
• Type your question or problem in the 'Enter additional information' 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 box. 
  • If you are asking the Help desk to review something specific please make sure to provide them with where are you at in the audio (e.g. 3:45) and which audio stream are you listening to (e.g. HQ).

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.

• Click the 'Submit Additional Information' button to submit your ticket to SpeakWrite. You must remain at your computer until you receive a response. 
• Once we have responded to your ticket you will receive both an audible and visible notification.  Click on the link 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. 

If you need assistance with other issues not related to a job you are working on, follow the steps below.

• Log into TypeEasy and select the Personal Page tab. 
• Click 'Launch' next to Help Ticket System under the heading 'TypeEasy Information.' 
• Click the 'Create New Ticket' button.
• Type a short summary of your question or error into the 'Summary' box.  
  • If you see an error number or error message, include the error number and/or a few of the key words from the text of the error message. 
• Select a category from the 'Select category' drop-down list. 
  • If you selected 'Payroll Issue' please carefully type the associated file name into the 'Filename' box. 
  • If you have a general payroll question which is not related to a particular job, you want to leave the 'Filename' box blank.
  • If you have a technical question, click to place a check mark in the 'Yes' box just below 'Is this a technical question':
  • Type your question or problem in the 'Description of the problem' box.
  • Always include all the information we need to 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 the exact time the error occurred.  
    • Also, for reporting errors, include as much as you can of the steps you took just before the error occurred.  
    • 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 New Ticket' button to submit your ticket to SpeakWrite.
  • When you receive notification that we have responded to your ticket, click 'Launch' next to Help Ticket System to open the Ticket Menu screen.
  • Click the 'View' button to view the response.
  • 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, click the 'Re-open' button next to the ticket and repeat the steps above.