Week 17: Getting Help & Submitting Tickets

Tuesday, December 27, 2022

 

Happy Tech Tuesday! This week, we discuss Getting Help & Submitting Tickets.

 

We have created a support workflow at Wheeler to better assist you when issues arise. The workflow is essentially split into two groups: Local and Cloud. Our Local support consists of Michael Montgomery. The other workflow, for Cloud/Citrix support, is handled by All Covered.

 

Local Support

The Local Support workflow is as follows:

  1. If it is an emergency and nothing is working, reach out to Michael Montgomery directly either via Teams or phone.
  2. If you have any regular priority issue with your workstation, computer setup, the local network, getting connected, or you are just plain not sure where to get help, email the Wheeler CPA Helpdesk at helpdesk@wheelercpa.comto create a service request.
    • Please Remember: Communicate as much detail as possible. This includes screenshots, the steps to reproduce the problem, etc. Our favorite service request is one that we can resolve without needing to ask for more information first. Remember that we are here to help. Do not let an issue go on for an extended period and slow you down. Say something right away so we can get you back on track as soon as possible.
  3. If you have submitted a service request with All Covered support but it is not being resolved in a timely manner, please submit a service request to helpdesk@wheelercpa.com with the All Covered service request number and any extra details of the issue.

 

Cloud/Citrix Support (All Covered)

There are three different options to contact All Covered support: Phone, Chat, and Email support.

 

Icon Description automatically generatedPhone Support
 877-224-8911 – Press 1 and enter 408-252-1800 when prompted.
 Phone support is the best option for critical or time sensitive issues. Phone support is available 24/7/365.

 

Icon Description automatically generatedChat Support
 https://allcovered.com – Click on the chat bubble on the right side.
 With Chat support, the engineers at All Covered can connect directly to your computer to quickly resolve technical issues.

 

Icon Description automatically generatedEmail Support
 support@allcovered.com
 Email support is available for tasks that are not critical nor time sensitive. This is a great option for items that can be completed within a few days. Emailing support@allcovered.com will create a service request with an average response time of 24 hours. If you have an urgent issue, please call All Covered Phone Support at 877-224-8911.