Help Tickets Guide
- Bettina Lefeld
Types of Help Tickets
Help tickets fall in two different categories:
- Job-Related (Questions or issues related to a specific job)
- Non-Job Related (Anything else)
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, so we try to keep that line available for client support as well.
You can open a ticket using your Typist Dashboard (see below):
Getting Help After Hours
Help Desk Hours | |
|---|---|
| Monday - Friday | 7:00 AM - 12:00 AM CST |
| Saturday - Sunday | 8:00 AM - 11:00 PM CST |
| Holiday Hours | 9:00 AM - 6:00 PM CST |
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.
TypeEasy Help Ticket Notifications
Help ticket notifications will continue to repeat in TypeEasy any time you have a ticket that is waiting for a response from you. Tickets waiting for a response are identified with an asterisk in your help ticket list. If the ticket does not require a response (ex. the Help Desk just said "thank you"), you can mark the ticket as "read" to turn off ticket notifications for that ticket. Do this by clicking the asterisk button, or by clicking "Mark as Read" inside the ticket.
When help is needed on an assigned job, follow the steps below:
- Go to the Help Tickets tab in TypeEasy 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.)
- This will bring up a small window to fill out the details of your question/problem.
- 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.
Help Desk
If the Help Desk does not respond to your job-related ticket within 10 minutes, please use your own discretion to solve minor problems that may arise, leaving an appropriate comment to proof.
Wait for Help Desk response:
In any situation where OLH 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. Sometimes answers to these questions take a little more time and investigation, so please be patient.
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.
You can 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.
- 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 clicking the Help Ticket tab.)
- Select a category from the 'Select category' drop-down list.
- 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'.
- 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.
- Click the 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.
Tickets at the End of a Shift
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.
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