Helpdesk 101
Getting started with the helpdesk software
Can I use email to reply to a ticket?
Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ...
I can't find an answer in the knowledge base, what should I do?
If you cannot find the help article you need then please create a new ticket and we will get back to you as soon as possible.
I created a ticket, when can I expect an answer?
Response Time Expectations Our support team is committed to providing timely responses to all customer inquiries. Here's what you can expect: Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, con...
Who Do I Call For Help?
Please refer to the document below on who you can call for support for specific CVSD supported programs.