The below information details how our new case creation process will work and what you will see when we update you.
How to Create a Local Support Helpdesk Case
In order to submit a case, you will first need to establish if your issue is a high priority. For example, if your system is down and you cannot work at all. If this is the case, please contact the Local Support Desk by phone on either 01473 618984 or 01473 618980.
If your issue is not urgent, please email firstname.lastname@example.org with details of the case, and any screenshots of the issue. This will help our Local Support Team resolve the issue promptly.
Once we have received your email, a case will automatically be created and assigned to a member of our Local Support Team. You will then receive a notification email which will contain your Case Number in the Subject Line.
How to Update an Existing Local Support Case
If you need to send in any further information or case updates to the Local Support team, you can do so by replying to the above email.
Alternatively, you can create a new email to email@example.com, detailing your existing Case Number in the Subject Line in the original format; [CASE:123456]
A New Note has been added to your Case
Whilst we are working on your case, we will send emails to keep you updated.
The subject line of these emails will be; [CASE:123456] New Enable Local Support Note.
This means we have added a new note to your case, which will be visible in the email. This is often asking for further details or information about your case.
You can reply directly to this email, and the response will automatically be associated to your case.
Once the issue has been resolved, your Support Case will be closed. You will recieve an automated email from a No-Reply email address.