IT Ticket Submission

Method 1: Email Support Inbox

Method 2: Log ticket via support portal

Method 1:

1. Create a new email message
2. Email address to send ticket to: support@loftuslabs.com
3. For subject, add quick description of the issue
4. Within the body of the email, detail what you issue is, what you have done to try and fix it, and what the priority is for a fix                          
5. Once you send the email, you will receive an auto-reply from the system with a canned response and a link to the ticket as shown below            
6. You can select this link to view work done on the ticket, communicate with the agent working on the ticket, and view the status of the ticket. You can also reply to this email to communicate with the agent working on the ticket.

Method 2:

1. Navigate to https://loftuslabs.freshdesk.com/en/support/home
2. Login to your Freshdesk account. If you do not currently have a Freshdesk account, follow the guide, https://loftuslabs.freshdesk.com/en/support/solutions/articles/150000113487-web-portal-account-creation, to create your Freshdesk account.
3. Select “Submit a ticket” at either the top right corner or in the body of the website
4. Under “Get in touch” select “IT Support Request”. This will open a ticket submission form.
5. The requester name will be auto generated with the email account associated with your Freshdesk account. You can add additional contacts by selecting “Add CC” and additional contacts can be added from your company.
6. Under Subject, write a quick description of the request
7. Select the priority of the ticket from the dropdown (Low, Medium, High, and Urgent)
8. Under description, describe what you are needing assistance with
9. Under “On-site Point of Contact” add the user you would like us to reach out to regarding the ticket
10. Under “On-Site Point of Contact Phone Number” add the phone number of the onsite contact you would like us to reach out to.
11. Select “Submit”
12. Once this is complete, a ticket will be created in our system and assigned to a technician. You will also receive email confirmation with a link to the ticket.