The easiest method:
To submit a support request please send an email to "support@flashtrucking.com"
Optional:
You may optionally use the web form: https://flashtrucking.freshdesk.com/
The web form is great if you are having an issue with email and are unable to send an email to support but still have internet access. This allows you to create a helpdesk ticket without needing access to your email.
Regardless of how you submit your helpdesk request the same information will be needed for all requests:
Name - First and Last. - This should be in your email signature.
Contact Information
- Must provide a phone number (if in a remote location a.k.a. NOT Green Lake WI) - This should be in your email signature.
- The email signature format is directed by our head of Marketing.
- These steps are best performed from a PC.
- To obtain the latest logo files and instructions click the attachment at the bottom of the page.
- This will download the files in a zip file. Decompress the file and open the Word document. Follow the steps outlined in the document. If you have questions or run into issues contact the help desk by sending an email to support@flashtrucking.com.
Detailed description of the problem
- Any troubleshooting steps that may have been performed if they caused undesired results.
Best Practice for Support (Email, Phone, Voicemail)
- "I'm having a problem with ______. When I try to do ______ like I usually do this is what happens______" What I expect to happen is ______. I'm available at _______ to work on this issue." An email should already contain your company signature with contact information. Otherwise if leaving a voicemail leave your contact information in the voicemail.
Examples of ineffective methods:
- "Please call so and so scribbled on a napkin or post-it"
- This doesn't provide enough troubleshooting detail.
- It doesn't indicate urgency and is easily lost or forgotten.
- Send An email:
- is easier to do and you can write more than on a post-it.
- can be received anywhere on the planet and off.
- can have screenshots which are very useful for troubleshooting issues.
- "I'm grabbing lunch you can look at it then"
- This doesn't provide feedback or Q&A.
- An example could be "Internet Broken". Then, during the lunch hour the tech finds that the internet is working and marks the ticket as resolved. However, the issue may have been that macktrucks.com wasn't loading which is a website. These are two different types of issues and are handled completely differently. This ticket would then be resolved but the user would still be experiencing their issue.
- "I'm going on vacation"
- This is only useful during routine maintenance or if the tech and user have already discussed the issue.
Best Practices (Continued):
Time to work through the issue during the support process (you must be present)
- Q&A is required to identify the root cause of issues
- If you don’t have the time the ticket type is “Low” see below.
The more detail that you can provide the quicker that your issue can be resolved.
Being present allows the tech to confirm that your issue has been resolved before working on the next issue.
If not ALL of these requirements are met your support request will be considered resolved and those requests that have met the requirements will be worked on.
There are many support requests that are submitted. Tickets are prioritized for this reason.
It is only necessary to specify URGENT and HIGH tickets.
Ticket Priority:
URGENT – Must be resolved in the next 2 hours (directly preventing you from performing any work)
High – Same day (Impacting workflow but still able to work)
Medium – Almost all tickets are submitted underneath this category. This is sorted based on business need.
Low – The “Whenever you have time tickets” These tickets are only worked on if there are none of the above types. There is no expectation of completion of these tickets in any given time period.
If you have any questions regarding this process please contact the helpdesk by sending an email to support@flashtrucking.com.