InfinIT Support Process Overview: Ways to Submit A Support Ticket
Create A New Ticket Online Directly From Your Computer
Double-click on the InfinIT support desktop icon in your system tray located at the lower right hand area of your monitor. The icon will appear like the image below:
This can also be done by a right-click and selecting the ‘Contact Administrator’ option. This will automatically log you into the portal, taking you to the new ticket page with some fields populated. At a minimum enter your Phone Number, Reqd Date (requested date), Summary and Description of Problem.
When done, click ‘Save Changes’ to submit your service request.
Create A New Ticket Online From The Portal
Go to the portal, https://portal.infinitconsulting.com/support, and enter your e-mail address and password. If you do not know your password, enter your e-mail address and click the ‘Forgot password’ link, to have it e-mailed to you.
Follow these instructions to submit a new ticket:
- To submit a new ticket through the customer portal, click on New Ticket from the navigation pane on the left.
- Enter the type of support issue you are having by selecting the appropriate option from the first drop-down menu.
- Enter a brief summary in the Summary field.
- Enter a detailed description of the problem and any specific notes you would like sent to our support staff in the Description field. Please make note of any special requests (ie. only fix after hours; contact end user to set up a specific support time, etc.).
Create A New Ticket Online From InfinIT Website
Your ticket will be automatically inputted into our ticketing system. You will receive a confirmation and a support ticket number for tracking purposes.
Call Our Service Desk
All customers submitting a new ticket or inquiring on the status of an open ticket can call the main support dispatch phone line during business hours (8am - 6pm PST).
- Phone number - local - 1.408.361.8888
- Phone number - toll free - 1.866.364.2007
E-Mail Our Service Desk
Send an e-mail to HelpDesk@InfinITConsulting.com with the following information:
- Name
- Contact information (direct phone number & e-mail address)
- Description of problem
- Note whether it is a recurring problem or new problem
- Permission to access machine if you are away from your desk
- Permission to reboot machine, close applications / unsaved work
- Note whether it is an emergency issue / causing business interruption
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