Dustin Hoffman September 1, 2011 •
Hey there. Thanks for stopping by.
You probably got here from a link in an email from Exigent. This post should provided some helpful information to help get the most from our help desk system.
We use trouble tickets ("tickets") to help us stay organized, assign and track work, and keep issues from falling through the cracks. (We've heard that happens with some "computer guys" and we dislike it as much as you do.) Each ticket represents one issue, and ticket gets a unique number. That's called the "ticket number". (e.g., 4155). It makes it easy to refer to a specific issue this way. We also try and reference it on invoices and in our project management system too.
Most people interact with the ticketing system through email, though there's a handy web console that you might find helpful too. (More on the web console below.) You can open a new ticket by sending an email to support (at) exigent (dot) com. You'll get back an email from the ticketing system with that unique number we talked about above; all of the engineering staff at Exigent gets an copy of this email at the same time you do. You'll get additional emails, referencing that same ticket number, as the issue is classified, assigned to an engineer to be actioned, has comments added to it, or has its status updated. You can add your own comments to that issue replying to one of the emails. All those comments form a history of the issue, which we use to track performance and quality, and for knowledge sharing and documentation.
Making an issue into a ticket makes it easy to keep all the interested parties up-to-date on the issue, as tickets can have "Cc"'s added, and anyone who is a Cc get's an emailed copy on every update too. (Hey - it beats "Reply To All"!)
A ticket has a status, and it's New or Open until it reaches a point where we're waiting for some additional information, action, or confirmation from you. Once the issue or task is resolved, the status is marked Solved. We sometimes refer to this as "closing" the ticket. It means there's no further action that needs to be taken. Closing the ticket also removes it from our "to do" screens.
For just one issue, email is probably a fine way to manage these tickets. However, the web console let's you review all your tickets, even if they're closed, add additional comments, add Cc's, etc. If you're marked as a manager, you'll even be able to see all the tickets for your entire company or organization, not just tickets you opened. You can sign yourself up here: http://support.exigent.com/registration It's super easy - you don't even need our help - just your email address and name gets you going. If you interact with us regularly and don't use the web console, you're missing out!
When you open a new ticket, here're a few things you can do to help us resolve your issue faster:
1) Include just one issue per ticket. Sadly, additional issues in the ticket tend to get lost, and we may need to assign different work to different engineers, which we can't do if everything is in one ticket. Instead, just send a fresh email (or use the web console) to open a new ticket for each issue. We don't mind - it really helps us!
2) Try and include any relevant details you can think of. Error messages and anything out of the ordinary are especially useful.
You may also be looking for our website: http://www.exigent.com
.... or our phone number: 909-742-7235
Have a super day!! :)