Report a problem by phone
The assistant can record your problem as a ticket, so that your support team can work on it. Before it does, it usually tries to solve the problem with you.
Prerequisites
- You proved who you are. Read Prove who you are by phone (employees) or Prove who you are by phone (customers).
- Employees: your organization uses an identity check on the phone. If it has turned the check off, the assistant cannot create tickets for you. Ask for a person instead.
Report a problem
- Describe the problem in one or two sentences. Say what you were doing, what happened and the exact error message if there is one. For example: "Outlook says it cannot connect to the server since this morning."
- Answer the assistant's question if it asks one, for example which application or device has the problem.
- If your organization has help articles, the assistant searches them first. If it finds one, it tells you about it and offers to help you with the steps. On an IT support line it can guide you step by step: read Follow a guided fix by phone. Say "yes" to try the fix, or "no" if you prefer a ticket.
- If there is no fix, the assistant asks if you want it to create a ticket. Say "yes".
- Listen to the ticket number. The assistant says the number of the ticket that it created. Write it down.
To go faster, ask for the ticket directly and describe the problem in the same sentence. For example: "Please open a ticket: my laptop does not start." Employees on an IT support line can also say "Quick ticket" followed by the problem.
Result
Your problem is recorded as a ticket, and you have its number. Your support team works on it. How you get updates depends on your organization.
If something goes wrong
- The assistant did not say a ticket number. Ask for it. The assistant only gives a number that it received from the ticket system, so no number means that no ticket was created. Ask it to create one.
- The assistant creates the ticket with a wrong summary. Ask it to add a note with the correct details. Read Check your tickets by phone.
- You said "no" to the ticket by mistake. Say that you want a ticket after all, and describe the problem again.
- The assistant cannot create tickets on this call. Ask for a person. Read Talk to a person.
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