How to Open a Help Desk Ticket
Help desk ticketing is a standard practice within any organization. Ticketing benefits us by centralizing requests to get you a faster reply. It also helps keep track of common questions and issues so we can better serve you by writing self help articles and improving IT processes.
You have a few options to open a help desk ticket.
Option 1) Send an email to helpdesk@romanoffgroup.cc - sending to this email address will automatically generate a ticket on your behalf and all IT agents will be notified. Please be descriptive and detailed in your subject line and email.
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Option 2) Login to the it.romanoffgroup.cc portal with your Romanoff email address and password.
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Option 3) If you are having issues with your Romanoff email, you can open a ticket from the portal as a guest simply by going to it.romanoffgroup.cc on any browser on any devices and clicking Report an Issue.
What does a good ticket look like?
In order to troubleshoot your issue quickly, please be as detailed as possible in your ticket. Be sure to include:
- Screenshots / pictures - We love pictures! Screenshots are especially helpful when it comes to an error message, include the entire screen in the screenshot.
- Times issue occurred - Troubleshooting often involves reviewing logs, if you keep track of when your issue is occurring, we can reference those times in logs.
- What changed? - If it worked yesterday and doesn't work today, what is different?
- How can we reproduce the issue? - This is especially helpful when it comes to Timberline. Be specific about company you're working in, module, steps we need to follow to reproduce the issue ourselves.
- Steps taken to troubleshoot yourself - Have you restarted your machine? Have you verified network connectivity? Have you used a self help article? Have you verified all cords are connected appropriately?
- Contact info - Please be sure to include best number to reach you.
What does a bad ticket look like?
Opening a ticket will few or no details will only add to the time it takes to resolve your problem. Here's some examples of a bad ticket:
"Help"
"My computer doesn't work"
"I can't connect"
"My email doesn't work"
"I don't know my password"
"Please call me"
"Timberline don't work"
"Computer slow"
"AboutTime don't work"