Navigate to: https://avanceinc.happyfox.com/new to submit a new ticket.

 

Entering Ticket Details

• Category - Department you're looking to connect with, i.e., Comms, IT, HR, Facilities (RGV only) & Licensing (RGV only)
• Subject - in a few words, how would you describe why you're submitting a ticket? 
• Message - include all the relevant details:
  • Location, e.g., conference room, desk, receptionist area, etc
  • Related tech, e.g., computer, laptop, printer, projector, etc
  • Deliverables, e.g., flyers, brochures, posting a job description 
  • Frequency, when does this problem occur or started to occur
  • Any upcoming schedule availability if a TeamViewer connection might be needed 
  • The reasoning for priority urgency, e.g., upcoming deadline, internet outage, hacked email
• CC, BCC - does anyone need to be informed that you're submitting this ticket? 
• Browse for the file - attach supporting documents or a screenshot of the error
• Priority  - While selecting priority, urgency is based on the discretion of the Category Team available at the time. Other factors influencing priority are but are not limited to tickets in queue, place in the line, technical urgency, and the number of users impacted. 

 

When completing the helpdesk ticket, think of how your wording is crucial to helping the respective team understand how to assist you efficiently. Instead of submitting, "Help, computer problem?"  or "need event flyer" trying some improved phrasing might look like this:

 

Communications ticket example

 

Information Technology ticket example: 

 

 

Contact Details - Best Practices 

• your ticket, your information
• their ticket, their information 
• if you cannot access your AVANCE email, use your personal email

 

 

Locate and click "Create Ticket"

 

 

The email provided in Contact Details will receive a confirmation message that the ticket was successfully submitted. All staff in the selected category will receive an email notification about the ticket being created & attachments.

 

The person best suited for completing the task will be assigned to your ticket and will reach out to you to resolve the issue as soon as possible—no need to follow up with a phone call or Teams message.