Frequently Asked Questions

• The Fast Assist Service Desk is a web based ticketing and support platform to manage Incident and Change Requests from those we provide services to.
• It is part of our ITSM (Information Technology Service/Security Management) ITIL (Information Technology Infrastructure Library) and SIEM (Security Information Event Management) initiatives and integrates with all other technologies that we utilize.
• Our Service Desk documents the lifecycle of all Incidents and Changes related to IT services that we manage and support.
• After creating an account, you can raise support queries by creating tickets in the service desk portal.
• You do not have to know the proper category for a given ticket when submitting a new ticket.
• Simply describe your issue in the issue summary and details part of the ticket and we will handle the rest.

To get started, Register an Account.  If you have already received and account notice, follow the instructions to verify your email address and activate your account.

There are multiple ways to get support from the Fast Assist IT Service Desk

Phone Support
You may request support by telephone to the Fast Assist Service Desk. You can either dial the dedicated support number displayed on your screen before login to be routed directly to our technical support call queue or you can call our main phone number at 931-298-0555 and choose the option for technical support to be routed properly. Phone support is available Monday through Friday from 7:30am to 4:30pm Central Time, excluding major holidays. If you call our Service Desk outside of these hours, you can leave a voice message and the call queue manager will receive your message and response either during normal business hours or outside of normal business hours depending upon your Service Level Agreement (SLA) and the impact and priority level of the issue.

Email Support

You can send emails to us at support@fastassist.biz 24/7/365. Responses will be returned with the same response level as mentioned for calls above and according to our SLA with you or your organization.

Ticket Support

You can open up a trouble ticket with us 24/7/365. Again, responses will be returned with the same response level as mentioned for calls above and according to our SLA with you or your organization.  If you do not open a ticket, a ticket will likely be opened on your behalf when you call or email us.  We use our ticket system to track all Incident and Change requests even if we do not have an SLA with you currently.  This enables us to properly document and track all issues and changes.

Fast Assist utilizes an enterprise level ITSM platform.  Our Fast Assist Endpoint Manager should be installed on your Windows based device(s) if we have done past support requests with you. It will have an icon that appears like so . This is a green shield icon which says "Fast Assist Endpoint Manager" and runs in the background on your system. In Windows, it will appear in your system tray area on the right end of your taskbar, either near your time display or it might be hidden and require you to click on the up triangle arrow to reveal . You can right click on the green Endpoint Manager icon and submit a ticket from your device. Select the support department. Be sure to check the checkbox to include device data to expedite the processing of your ticket. Briefly describe the issue or request you are opening the ticket for and a Fast Assist agent will reach out to you.

You can also open a ticket via any web browser by going to our website at www.fastassist.biz, hovering over the support navigational menu and choosing Fast Assist Service Desk, then Open A New Ticket on the page that appears.

Booking an Appointment

If you need support at a specific day and time, you can book and appointment with us online. Just go to our website and choose Book Appointment. You can choose a technician and see real time availability data using this option. Please always specify remote support when doing this as a monthly support customer unless you have an issue that specifically requires an onsite tech visit. Onsite visits may impose additional costs to your support request depending upon your SLA agreement with us and your physical location.

For more information, visit our website or email us at info@fastassist.biz

Also, remember, you can always verify if someone is a Fast Assist Team Member by visiting our team page here: https://www.fastassist.biz/team/

Welcome to the Fast Assist IT Experience and thank you for choosing Fast Assist.