Get Help - Intro to Connected Support

Modified on Thu, 12 Oct 2023 at 09:44 AM

Submitting a ticket is the fastest and most efficient way for us to help you.  They allow for communication of details, attachments, screenshots, and links to information that are not possible over the phone.  Our team of Agents closely monitor the ticket system and respond quickly to all requests for assistance.

What are Tickets Used For?

Tickets are used for many different things, including technical support requests.  A few examples are:

  • General Technical Support
  • Software Downloads and/or Updates
  • Data Migration and New Company Setup
  • Connected on Demand New Company and/or New User Setup/Modification
  • Additional Services

How to Submit a Ticket?

There are three ways to start a support ticket:

1) Visit

2) Click the "Help" tab in the Connected Desktop window and then choose "Open a Ticket" as shown in the following screen.

3) Select Help -> Support -> Submit Ticket from within Connected, as shown in the following screen:

How to Help Ensure Your Issue Gets a Fast Response

Create one ticket per issue

Add a brief subject line to the ticket

Describe the issue you are having within the body of the ticket

Include screenshots of any system messages/printouts/issues you are seeing

Reply to the ticket emails or post a response when logged into our support site

Things That Could Cause Delays

Using old tickets to report a new problem

Sending emails directly to one of the agents does not automatically open a ticket

Opening multiple tickets for the same issues

Asking about more than one issue on a ticket

Access Our Knowledge Database to find Quick Answers

  • Search our Connected University Knowledge Based Articles
  • Quickly find answers and guidance on various topics and processes

Creating a Login to Connected Support Portal

Customers who have accounts in our support portal can:

  • View, track, and monitor ticket status and history 
  • Logins are created on request
  • Simply request a login and an Agent will verify your email and send a confirmation to create your credentials

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