TECHY TIPS IT TICKETING

SYSTEM Q&A

By Mallory Mason, Director of Culture & Engagement

The PTSMC IT Ticket System o cially launched 8 months ago. It is now an integral part of our IT Department. It is THE WAY to contact the IT department when you are having an IT issue.

Your ticket is seen by Dave Lawrence, Director of Information Technology, and Kimoy Osorio, IT Technician.

Let’s catch up with Dave Lawrence with a Q&A and insights on best practices as it relates to the Ticket System:

Q: What should I send to the ticket system?

A: EVERYTHING!

Q: What if I am not sure and I’m hesitant to send a ticket?

A: No worries, just send it! We will decipher where it needs to go and send it to who is best to address the issue, if it’s not IT. Sending it even if you are not sure helps us to track behind the scenes what we spend our time on.

Q: When I submit a ticket, what should I expect?

A: If you send a request, you should get an automated response with a ticket number. Here’s an example:

Q: Should I copy anyone on the ticket?

A: You only need to include additional people if they are impacted. Ideally, if an employee is needing additional permissions on their device or need to purchase IT equipment, the supervisor should send the ticket. If the employee sends the ticket, the employee should copy the supervisor. If the request needs additional approval, IT will reach out to whoever needs to approve it.

Does it matter if I use the online form on the IT Ticket System website or email?

A: IT has no preference if the ticket comes from the online form or email! It’s whatever is easier for you.

Q: If I need to answer a question sent back to me or send a follow up to check in on the status of my ticket, what should I do?

A: Simply reply back on the automated response that has the ticket number. You do NOT need to send a new email. When following up, you should say “I submitted ticket number (X), what is the status?” If you want it to go to a speci c individual from IT (Dave or Kimoy), you can CC that person, so it’s recorded in the system and that person also gets a direct email.

Q: Are there any self-help articles?

Q: What speci cally needs to be on a ticket? Is there basic information I should always include?

A: The basic info we need to have is:

• Description of the issue.

• When did the issue FIRST start?

• The individual or group impacted.

• If there were any steps taken to try to resolve and what were they.

• What you were doing prior to the issue occurring

For example, “my screen just went black” is not enough; we need more.

Q: What is the expected turnaround time for me to get a response from someone in IT? At what point should I reply or send a new ticket?

A: Usually within one business day someone should reach out. If a full business day goes by, reply to that automated message with the ticket number and CC Dave Lawrence so he can follow up to see what’s going on and what the holdup is.

Q: What if I feel my issue is urgent?

A: Everyone feels their issue is number one but understand that there are other issues occurring at the same time that may take priority. If you can still function 60-80% it’s not a “lights out situation.” If it’s a case where someone’s computer crashes and it’s not working, that is “lights out” because the employee cannot work at all. At that point, skip the Ticket System and call Dave or Kimoy!

A: There are self-help articles on the IT Ticket System website: https://ptsmc.zendesk.com. On the main page there is a Q&A to help troubleshoot on your own.

The email for the Ticket System is saved as a contact in our email directory: “PTSMC IT Ticket System.”

When emailing the system, you can type the above, or the actual email address: support@ptsmc.zendesk.com