Contact the helpdesk the right way
A ticket with the right details gets fixed in one round trip. Here is what to include and when to call instead.
Most delays in support are round trips asking for missing details. One complete
ticket usually beats three quick ones.
Include these five things
- What you were trying to do — "printing a PDF to the office printer", not
"printer broken".
- The exact error text — a photo or screenshot is perfect. Blur anything
sensitive before sending.
- When it started and whether it ever worked.
- Who's affected — just you, your team, or everyone around you.
- What you already tried — a restart, another cable, a different browser.
Add how urgent it truly is and the best way to reach you.
Call, don't ticket, when…
Something is urgent and blocking — you suspect a security problem (see
KB-0021), many people are down at once, or a deadline is at risk. For
everything else, a ticket keeps a written trail and gets triaged fairly.
One thing never to send
Never put a password in a ticket, email, or chat — support will never ask for
one. If anyone does, treat it as suspicious and report it.
If that didn't work
If you can't reach support through the usual channel, use the contact details
in the footer of this site as the fallback.