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.
Option 2) Login to the it.romanoffgroup.cc portal with your Romanoff email address and password.
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"