How to Submit a Support Ticket

How to Submit a Support Ticket

TWO WAYS TO SUBMIT A TICKET

Option 1: HELP CENTER

Then, click the "Sign Up" button in the top right of the screen, as seen in the picture below.



Fill in your name, Baystate email (include capitalization if applicable for your email), and captcha image and then click “Sign up”.
      Example: My Baystate email is Test.User@baystatept.com, I will sign up using Test.User@baystatept.com and not test.user@baystatept.com.


Then you will see a page similar to below: 


Now, navigate to your email and click on the link in the email to sign in.

After approving Mimecast, you should see the page below, if you do not, click the link again:




Create your password and then you should be logged in. You can visit https://desk.zoho.com/portal/baystatept/en/myarea to see, manage and reply to all of your tickets.
After signing in, navigate to https://desk.zoho.com/portal/baystatept/en/myarea you should see an “Add ticket” button in the top right of the screen.
Click “Add ticket” as seen below.

Fill in the required information below and then click SUBMIT.



As you fill in the information, keep an eye on the right side of the screen where it says "Popular articles" in the picture above. When you fill in the information it will check all of the articles we have made to see if there is an answer in them for you!
Once you submit the information, a ticket will be created and you will get support as soon as possible. Again, you can visit https://desk.zoho.com/portal/baystatept/en/myarea to view all of your tickets.

Option 2: EMAIL

Send an email to itsupport@baystatept.com this will create a ticket automatically in the system for you.
Please include your Workstation ID and TeamViewer ID in your email.
Example:
Workstation ID: BSPTCORP20
TeamViewer ID: 742 383 742



After your ticket is submitted, you will receive a confirmation email of your ticket being created:



You can either wait for a response and reply back, or click "View ticket" which will allow you to manage all of your tickets, clicking "View ticket" will require you to follow the steps above in Option 1 for the "Help Center" and creating an account. Once your account is created you can view your ticket in the Help Center.

If you do not want to make an account in the Help Center, you can simply wait for a response and reply back and forth via email, as shown below.



If you run into any issues with creating a ticket, email itsupport@baystatept.com for more help!






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