Access Physical Therapy & Wellness is proud to introduce the all new APTW Help Desk Support Center . We all know that working with computers inevitably means dealing with computer bugs and equipment issues and our new help desk system is now in place to better help you during these times.

Now, when you have an issue (big or small), you can be assured someone in the I.T. help department will be alerted to your problem and will respond accordingly and promptly.

The help desk system will provide you with 3 different ways to contact and initiate a help desk ticket.

1.        You can send an email to itsupport@accessptw.com and a help desk ticket will be automatically created. When requesting help through email, be sure to adhere to the following guidelines to help us provide you with the best possible service;

a.        Use the subject line of the email to give a short description of your issue;

b.       Give a full description of your issue in the body of the email. Be sure to give as much information as possible about your current issue;

c.        Once you have given a full description of your issue within the email body, you can send the email. Within a few minutes of sending the email to our system you will receive an automated email confirming it was received and that a technician will be alerted to your issue.

 

  2.        You can also report your problem through our help desk web site at http://itsupport.accessptw.com

a.        Simply navigate to our help desk web page and click on the button marked ‘ Add Ticket ’.

b.       Clicking this button will bring up a form you can fill out with the proper information as designated. Be sure to fill in all the areas marked with a red asterisks as these fields are mandatory in order to send to the help desk.

c.        Once you have properly filled in the form, simply click on the button marked ‘ Save ’ and you are done!

 

3.     Of course, the help desk phone support is still available to you and you should feel free to call about your issue anytime, in particular if your computer issue prevents you from utilizing the first two methods or you feel your issue is an emergency. When you call in, a help desk technician will manually create a help ticket and you will receive an automated email alert about your new ticket.

Regardless of how you initiate the ticket process, you will receive an automated email alert to confirm your request for help. In this email you will be given the ticket number created and instructions on how you can check the status of your request for help as well as instructions on how to contact the assigned technician should you feel you need to provide more information about your issue.

Our new ticketing system has brought about the ability to provide a “knowledge base”, which will have sections for solutions to common issues. The goal of this knowledge base is to provide assistance to users without having to tie them up on the phone or making them wait for assistance. The search bar is also available so that you can search for your issue and see if there is a posted solution.   Of course, if you are having trouble going through the self-help process, we will be here to help – we are more than willing to walk you through the self-help articles. And of course, feedback is appreciated!

 

The I.T. department is always striving to improve our service to you and to further aide us to this end, once a ticket has been resolved and closed you will receive an email with a link to a short 4 question survey. We respectfully request you take 30 seconds to take this survey so we can determine what more we can do to serve you, our clients. This survey is both volunteer and completely anonymous. Please click here to take the survey.

Thank You,                            

The Access Physical Therapy & Wellness I.T. Department.