How to request help/contact support

Purpose

This article explains how to request technical assistance from the Intero Integrity Help Desk and how support requests are prioritised and handled. 

1. Check the Knowledge Base First

Before submitting a support request, review the knowledge base for a potential solution. Many common issues and frequently asked questions are already documented. 

2. How to Submit a Support Request

You can request support in either of the following ways:

Email:
Send your request to helpdesk@intero-integrity.com.

Help Desk Portal:
Fill out the Submit a ticket form on the helpdesk website.

If you cannot submit a request yourself, ask a colleague to submit it on your behalf.

Important: All requests must be submitted via email or the web form so that a ticket is logged in the Help Desk system for tracking and compliance. Attempts to bypass this process via direct chat, call, walk-in, or other informal contact may not be processed.

3. What Information to Include in Your Request

When submitting your request, provide as much relevant information as possible. Suggested details include:

• What application, system, or service is affected.

• When the issue first occurred and how often it happens.

• Where the issue occurred (e.g. office or remote).

• Any error messages (copy text or include a screenshot).

• Whether others are experiencing the same issue.

• Any recent changes to hardware or software.

Ticket Prioritization

Requests are prioritized based on urgency and business impact. Higher priority requests are addressed first.

Response and resolution targets

Support goals for response and resolution are shown below: 

6. Best Practices for Faster Support

• Provide complete and specific information in your initial request.

• Include screenshots where helpful.

• Avoid informal channels for submitting new requests.