Using the VSI Help Desk System
How Can We Help?
Visual Software provides this help desk system so that you, its customer may have the best possible access to the best resource to solve your issue in the shortest amount of time.
When you post an issue in this system, it first gets sent to everyone in the company who has expertise with the product in question (developers). We do this because someone may have seen the same thing before and may know right away how to quickly resolve your issue. Catching it quickly like this can short-circuit the ticket and get you back on track with minimal effort for everyone involved.
If there is no "easy fix", your issue gets routed to the next available person who has expertise with that product. When you create the issue, you can assign a priority to it (Low, Normal or High) indicating the level of severity (please don't always use "High").
How to create a help desk ticket
The following steps will allow you to create a help desk ticket:
In the left hand column, you will have a link for each of the products you have purchased from Visual Software under the heading "Support tickets".
Clicking this will take you to the ticket area for the selected product.
Post a support ticket
To create a new help desk ticket, click on the "Post new support ticket" beneath the name of the product. If you have posted tickets before (or have any open), a summary of those tickets will appear below this link.
Use this form to enter information about the issue you are having. Include a short summary (title) and a more complete description (Body). You can embed images directly in the description or attach them separately.
NOTE: you will automatically be subscribed to this ticket — whenever any changes are made to it, you will be notified through email.
NOTE: when you are notified and you would like to respond, you may either return to this system or simply reply to the email.
You may attach several files to this ticket — if you are submitting trace files, please be careful that they do not contain student, teacher or parent personal information. If they do, you may want to first edit them and replace the personal information with some type of placeholder informaiton.
View Attached File(s)
Once the file has been attached, you may choose to add more files, delete this file or view it.
When you've entered all the ticket information, you may either choose to first preview the ticket or save it. Once you have saved it, you will have the option to edit it later.
This is what the details view of a saved ticket looks like. You can choose to
The email message interface
This is an example of an email sent from the help desk system. It contains the text of the last update to the ticket and links to:
Instead of replying directly to this ticket, you also have the option of simply replying to this email instead.
NOTE: if the attachments have anything sensitive at all in them, you should log into the system and attach them there. Any sensitive information should never be sent through an email message.
Ticket pending Resolution
Once the ticket is in the system, it will appear on the summary screen like this. When it has been assigned to someone at Visual Software, that person's name (account name) will be filled in.