Frequently Asked Questions
What are these notifications I keep getting about a ticket?
Fast Assist has been utilizing a ticket system for some time now but we only recently enabled email notifications again for our customers.
We use a ticketing system to be in compliance with ITIL. ITIL is the Information Technology Infrastructure Library of standards that govern best practices for IT Support and Management.
We use tickets for two things:
Our tickets are for properly documenting the life cycle of a Change or Incident as well as documenting the proper workflow for a given Incident or Change.
This creates a standardized response from Fast Assist staff when handling incidents and changes and streamlines our effectiveness and efficiency at managing, monitoring and securing your IT infrastructure and assets.
If you are a business client of ours and you are subscribed to one of our monthly support plans, you should have a Primary and a Secondary IT contact registered with us.
These two contacts, by default, will receive notification on any tickets related to your organization including tickets opened by other staff members and automated tickets opened due to monitoring alerts.
If one or more of these contacts do not wish to be alerted to tickets outside of their own tickets, please open a support ticket for a Request For Change and let us know.
We use a ticketing system to be in compliance with ITIL. ITIL is the Information Technology Infrastructure Library of standards that govern best practices for IT Support and Management.
We use tickets for two things:
Our tickets are for properly documenting the life cycle of a Change or Incident as well as documenting the proper workflow for a given Incident or Change.
This creates a standardized response from Fast Assist staff when handling incidents and changes and streamlines our effectiveness and efficiency at managing, monitoring and securing your IT infrastructure and assets.
If you are a business client of ours and you are subscribed to one of our monthly support plans, you should have a Primary and a Secondary IT contact registered with us.
These two contacts, by default, will receive notification on any tickets related to your organization including tickets opened by other staff members and automated tickets opened due to monitoring alerts.
If one or more of these contacts do not wish to be alerted to tickets outside of their own tickets, please open a support ticket for a Request For Change and let us know.
Last updated 05/29/2020 9:55 am
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