COVID-19: Its Effects on Help Desk Call/Chat Times
Due to increasing restrictions in response to COVID-19, many of our partners are having more and more of their staff work from home. This has led to increased help desk chat requests as well as phone calls; thus, increasing the answer time on ALL help desk requests. We are asking that in order to reduce call and chat volume that our partners and their staff utilize the step by step instructions for accessing their systems remotely prior to opening service tickets.
As of now, the unusual volume is having little effect on you/your staff. If you/your staff get to a place where support is needed, we encourage you/your staff to seek the appropriate process documentation before calling/chatting the help desk. We believe, that due to the simplicity of the process documentation sent last week, many issues can quickly be resolved.
We are committed to helping all our partners through this uncertain time and we ask for patience as we continue to monitor the situation and adjust operations as necessary to meet your needs and the needs of our colleagues and community. We wish you all health and safety and we will continue to communicate updates.