Let’s Get Started!
Let s Get Started!
Email us to get started!
• Simply email
[email protected]
and your ticket will
be automatically opened and a response will be sent to
your email address with the ticket number.
y
• The first email will allow you to set up your username
and you will be able to click on a link in the response
il t
t
d
email to set up your password.
• All emails will generate a ticket and attach all information
within the email to the ticket email replies to existing
within the email to the ticket, email replies to existing
tickets will automatically add a comment.
• Any emails sent directly to a HD employee will be
• Any emails sent directly to a HD employee will be
New Phoenix Option
New Phoenix Option
Phoenix – New Option View
St t
ith th
it
i Ph
i
SUPPORT
Phoenix – Support View
• Clicking the “Support” button will bring you to this screen to pick the reason for o r s pport req est
your support request.
• We have a link that will allow you to search our Knowledge Base prior to opening a ticket.
• We have 5 reasons for opening a live chat or ticketp g
• Device – when the equipment is not functioning correctly
• Phoenix – when you receive errors or delays in provisioning your subscribers
• Billing – when you have questions regarding the billing records or pdfs
• Network – when you have multiple users having issues with the same services (ie., y p g ( SMS, MMS, Voice, Data)
• Other – Any issue not pertaining to the above items.
Knowledge Base View
• Clicking the link for the Knowledge Base will land you on the page below.
• You can enter your issue or topic type and search for any information stored on our knowledge base. (Use Keywords No full sentences.)
• Topics will include training materials FAQs and any current outages or service • Topics will include training materials, FAQs, and any current outages or service
Wireless Support
•
When you select a support type button, the below screen appears
•
Just type in your question and select “next”
Decision Time
•
You are now able to select to chat with an agent or submit a ticket
Thi i l il bl d i l b i h
• This is only available during normal business hours
• Outside of normal business hours you will be directed into the ticket submission
Wireless Support – Chat View
•
Enter your Name and Email Address
•
Select “Begin Chat” to be placed in Queue for the next available agent
Wireless Support –
Chat View
• A HD employees will accept your conversation
y
• You will receive a response • You can reply and hit “Send” • You can reply and hit Send • Everything will be recorded in
Wireless Support –
Chat View
• Provide as much detail as possible
• You will be able to see when the agent is typing to know they are replying to your last response
• We will continue to ask questions
• Once we have the data recorded in the ticket we will provide a solution
we will provide a solution
• You can “End” the chat at any time by selecting the “End Chat Session” link
National Rural Telecommunications Cooperative
Wireless Support –
Chat View
• If all agents are busy and your hold time reaches 30 seconds your will be prompted y p p to open a ticket
• Please enter the details of you issue including the MDN and ESN if available including the MDN and ESN if available
Let’s Choose a Ticket
•
Select the “Submit a support request” option
•
Select the Submit a support request option
Wireless Support – Ticket View
• Next enter the details of your issue
• Enter your name and email y address
• The MDN is a required field (if no MDN is applicable enter 123)
• The ESN is a recommended field as it will help in the trouble
shooting process
• Click “Submit Query” when all information is complete
Wireless Support – Ticket View
Y
ill
i
• You will receive an
email confirming
your ticket was
y
received and
providing a ticket
number
number
• The email will also
i
l d
li k
include a link
Just Click the
Link
!
• The Link will take you to
the Ticketing System
Review any open tickets
• Review any open tickets
specific to your login
• Review open tickets for
your company
• Review closed tickets and
reopen if needed
reopen if needed
• Open new tickets
Just Click the
Link
!
•
Enter your email address
•
Enter your password
y
p
• Not sure click the link to reset your password
• First time? Click the link below to setup your password.
•
Click “Login”
•
You will be logged in to your account and
gg
y
have access to all your open tickets and
your company’s ticket database
Review Your Open Requests
O
R
l
d Ti k t
Open a Resolved Ticket
• Multiple ways to open a resolved ticket:
• Reply to the email stating issue not resolved
• Open the ticket and scroll down to click link
Pl d t l t l d ti k t tifi ti l th i i t l d
• Please do not reply to resolved ticket notifications unless the issue is not resolved
• Make comments in the ticket and check the box to let us know the ticket is ready to close • Or do nothing and the ticket will close in 96 hoursOr do nothing and the ticket will close in 96 hours
