Helpdesk 101
Getting started with Prospect Schools IT Support Software.
Can I use email to reply to a ticket?
Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ...
I created a ticket, when can I expect an answer?
Response Time Expectations Our support team is committed to providing timely responses to all customer inquiries. Here's what you can expect: Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, con...
I see a blue screen, what should I do?
A blue screen means that you should: reboot wait 3 minutes try again
What is a ticket? Is it the same as a request?
Understanding Support Tickets A ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team. Ticket vs Request Yes, a ticket and a request are essentially the same th...