Welcome to Help Center! This page is a collection of frequently asked questions and resources to help you get familiar with how to use the new service desk system, Help Center, and how to submit a ticket.
How do I open a ticket?
You can open a ticket by logging into this site! The login button should be in the top right corner of this page. You will log in with the same credentials you use to log into your computer. Once logged in, you will see these two buttons at the top of the page.
Select "Submit a ticket" or if the problem is really severe "I have an emergency". Fill out the ticket form and a ticket will be created. IT will be notified immediately and we can start working on your issue. See the FAQ below if you don't know what qualifies as an emergency ticket.
You can also email us at help@npgco.com. We'll automatically open a ticket for you. You can also forward an email to help@npgco.com and a ticket will be created for the original sender of the email. A ticket must be opened before calling, emailing an individual member of IT, or coming down to the IT office to get help.
Please check out the video at the bottom of this page for an in-depth guide on how to use the ticketing system. We highly recommend you do so and read the FAQ.
Frequently Asked Questions
- When should I open a ticket? When should I not?
- What is the difference between a regular ticket, and an urgent ticket?
- Why are tickets so important?
When should I open a ticket? When should I not?
There is never a time when you should not open a ticket if you need help! A ticket must be opened before calling, emailing an individual member of IT, or coming down to the IT office to get help. Unless, of course, you are unable to access the ticketing system or your email to contact us.
What is the difference between a regular ticket, and an urgent ticket?
An urgent ticket should be opened when the problem you are experiencing is a major outage, such as something that would prevent the paper from being printed, a broadcast from being aired, or the outage of other revenue-generating service. This would also include system-wide outages for email, phone, or internet service.
If you have a workaround in place then a normal ticket should be opened rather than an urgent ticket.
It is important to note that if you open an urgent ticket outside of business hours, someone in the IT department will be paged. Keep this in mind when considering if your ticket is urgent and it is 2 am.
For more information on ticket response times, check out this Help Center page.
https://npgco.zendesk.com/hc/en-us/articles/115001440368
Having a ticket open makes it much easier for IT to track your issue, and ensures that your issue will not be forgotten or overlooked. Every ticket opened is saved forever! This means that IT can easily reference past tickets to help troubleshoot current problems and find trends in common issues.
Intro Video to the New Help Center
Addtional Questions? Join in the discussion below and leave us a comment!
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