Most of the time spent on a support ticket goes into figuring out what the problem is. If your request includes the right details up front, we can often fix it on the first reply instead of the third.
Include these six things
- Who is affected. One person, a department, or everyone. This changes the priority more than anything else.
- The device. Which computer, phone, or printer, and whether it’s in the office or somewhere else.
- The app or system. Name the specific software. “The internet” or “the system” could mean a dozen things.
- What you expected, and what happened instead. Two short sentences beat one long paragraph.
- The exact error message. A screenshot is ideal. A photo of the screen is fine too. A paraphrased error can send us looking in the wrong place.
- What changed recently. A new device, a password reset, an update, a move, or a new employee. The timing is often the whole answer.
Setting urgency
Priority only works if it reflects real impact. Here’s the scale we use:
| Level | Means | Example |
|---|---|---|
| Critical | Work has stopped for a group | Server offline, office-wide outage, possible security incident |
| High | One person can’t work at all | Laptop won’t start, account locked out |
| Normal | Work continues with a workaround | Printer acting up, app running slowly |
| Low | A request or improvement | New software, equipment quote, access change |
Marking everything critical doesn’t make anything go faster. It just makes it harder to see what’s really urgent.
Report possible security issues right away
Don’t wait until you’re sure. A suspicious email you clicked, an MFA prompt you didn’t expect, a password typed into a page that turned out to be fake, or a file with a strange extension that won’t open: report all of these immediately. If it turns out to be nothing, you’ve lost a few minutes. If it’s real, every minute counts.
If something is wrong right now, call (262) 237-8358, email [email protected], or start a session from the client portals page.