Support - Help Desk Tickets

                        

 The support team is here to help, but before submitting your next support ticket please review the help desk etiquette and make sure you are following proper policy.  This will enable the support team to quickly handle any support issues you are having.

 Have you phoned your mentor, sister property and/or your regional manager?  Please reach out to your resources to see if your question can be answered before submitting a support ticket.

 When submitting a support ticket to the UAG Help Desk, please follow the submission criteria outlined below:

• Include a brief description of the issue on the subject line of the support request.
• If you manage multiple properties, please indicate which property you are referencing.
• Copy your property manager or regional manager on all support tickets.
• BE DESCRIPTIVE!!  Please include as many details as possible.  It is better that support has too much information than not enough. 
• Make sure your email has your UAG signature line.  If you are sending from your phone, please include your name, property name, contact phone number and email address. 

HELP DESK PROCEDURES

• We manage tickets from oldest to newest
• Do not submit multiple tickets for the same issue.  You can reply to the last support email and it will re-open the ticket.
• No phone calls or direct emails to support staff.  All support tickets MUST go through [e-mail]
• Do not CC: vendors or residents on support tickets.  This is for internal use only.

Attached you will find the Help Desk Etiquette Flyer that has all of the above information as well as additional information on support ticket submissions.  Please refer to this when submitting your next ticket.