Logical Solutions has a fully manned helpdesk, and we need to (as much as possible) manage the workflow of information to and from our team. To provide all customers with the level of service required, we require a ticket to provide technical assistance or access to our engineering staff.
Please ensure if you have multiple issues, one issue per ticket. If needed, our team can combine these tickets if they feel it is required/
Logical Solutions has a couple of different ways to log a helpdesk ticket.
Via Email: (Helpdesk@logicalsolutions.co.nz or helpdesk@fonetik.net.nz)
Logical Solutions operates an email-integrated helpdesk. The preferred way to log a ticket is to email the helpdesk.
The email needs to contain the following:
- What company are you from?
- What is the address that the fault Is happening on?
- What is the problem?
- How to contact you to discuss the problem further?
- How many users are affected by the problem.
- What steps, if any, have you tried to resolve the problem?
Once you have logged a ticket, you will get a return email (via the email address that the ticket was logged on), containing your ticket number for this problem.
Via Phone: (09 9730845, 07 9292200)
You are welcome to also phone our helpdesk. In most cases, the team will log a ticket for you. This does not necessarily mean that they will be able to work on the issue while you’re on the phone, but our team will do the best they can to accommodate your requirements.
Having ticket numbers allows the team to log and track efforts. It is essential. for us so that things don’t “slip between the cracks”, and we have systems not to allow this to happen if the correct process is followed. It also means that should it be required in the future, we can refer to the work that has been carried out.
If you request to make changes or discuss any new projects, we are happy to talk to you, and an excellent place to start is a ticket. It allows us to allocate the best resources to your change/project.
We aim to work with our customers and have a clear communication path so we can benefit our customers in the best possible way.
