Support FAQs

Support FAQs 2017-02-02T15:57:29+00:00

HOW TO SUBMIT TICKETS

Client Access Portal (Ticketing System) –
http://support.atnetplus.com

It’s easy to monitor and manage technical issues through the ticketing system on the AtNetPlus Client Access Portal. Whether one person on your staff coordinates all of your tickets or multiple people submit issues, the Client Access Portal provides real-time visibility to our progress. A link to the portal along with username and initial password information will be emailed to authorized employees once your account has been activated.

On the Web:
http://support.atnetplus.com – Login to our online ticketing system and submit your issue. It’s a fast and easy way to accurately document and follow up on your service request.

Via Email:
support@atnetplus.com – Send us an email in which you describe your issue. It will automatically be entered into the ticketing system for you and we will follow up on your request.

By Phone:
866-500-7652 Option 4 – Our staff will help you document your issue. We will create a ticket in our system and assign it to the proper IT Specialist for resolution.

A: Tickets give you (and us) visibility to every issue you submit.

  • Ticket visibility allows our Management Team to direct the right resources to your issue.
  • Tickets provide an audit trail of the work that was completed on your network.
  • Tickets, notes, and resolution documentation are available to you 24/7.
  • Tickets provide details of all work performed and itemized on your invoice.

A: Emailing someone directly means that your request/issue could get lost! 🙁

You can email someone, but we suggest that you CC: Support@atnetplus.com in that first email. This way it will create a ticket in our system and someone can fix the issue.

 

**Please do not CC: Support@atnetplus.com in replies after the initial email. This will generate multiple tickets and could cause inaccuracies with billing in our system.

A: You can simply email Support@atnetplus.com

Document as much information on the issue that you can in the initial email. The ticket will be generated and assigned to the appropriate Tech.

 

**Please do not CC: Support@atnetplus.com in replies after the initial email. This will generate multiple tickets and could cause inaccuracies with billing in our system.

A: You can login to http://support.atnetplus.com to update the ticket description.

If that seems like a hassle, refer to the email you received when you originally emailed support@atnetplus.com; this will have your ticket number and other information.

 

**Please do not CC: Support@atnetplus.com in replies after the initial email. This will generate multiple tickets and could cause inaccuracies with billing in our system.