Helpdesk
Can I use email to reply to a ticket?
Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ...
I created a ticket, when can I expect an answer?
Response Time Expectations Our support team is committed to providing timely responses to all customer inquiries. Here's what you can expect: Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, con...
I don't find my answer in the knowledge base, what should I do?
Did you try to search using different search terms? If yes, then you should create a new ticket.
IT Priority Descriptions
Emergency: Critical Impact Any request which is important and requires immediate action as it is business critical/urgent. Any request that requires immediate action such as, internet or phones are down for your location, disabling of a user account, password reset, think you have a virus. Urgent...
What is a ticket? Is it the same as a request?
A ticket is a technical synonym we use for question or request.
Where can I find my Tickets?
In the top right of the main help desk dashboard, Click on the icon with your initials and then on “My Tickets”If you do not see your initials, you may need to log in using your YMCA google account.You can also follow this link https://helpdesk.northshoreymca.org/mytickets