Creating a Ticket
First things first, log into your help desk portal!
(You should already be logged in once reading this article)
1. Once logged in the following screen will appear. To raise a ticket click here or navigate to "Report an issue"
2. The following page will be displayed, please enter the relevant details as required (See below image for guidance)
Requester: Requester's email address (this should be pre-populated with your address)
Subject: Short Detail of Issue, not "Problem" or "Support", this should give the support staff a good idea of the problem at a glance.
Description: Description of issue, please include as much relevant information about the issue as possible to help the technicians at Via Wire resolve the issue as quickly as possible. This can include attaching files or screenshots with error messages. To do this click on the Attach a File link, select file required and attach
3. Please pay attention to the "Suggested Articles" side bar. Articles related to your ticket subject will appear here, giving you the opportunity to resolve your challenge by yourself. It also saves time having to wait for an agent to respond!
As you can see above, the subject of this ticket is "OneDrive". The suggested articles are all the articles which relate to OneDrive :)
4. After this, please select "Associate Assets". A list of devices linked to your account will appear. Please link the correct device regarding this challenge, if there are no devices available, you can skip this step.
5.Once the details has been completed and you are happy with the information provided, please click the "Submit" button.
6. Once submitted the help desk system will issue a ticket number, the status, and confirmation your ticket was submitted successfully. These are demonstrated below - underlined in red.
You can track the status of any current and previous tickets here :)
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